Workforce Management Analyst I

4 weeks ago


Quezon City, Philippines RELX Full time

RELX | Quezon City, National Capital Region, Philippines Workforce Management Analyst I The Workforce Management Analyst I is responsible for forecasting, scheduling, reporting and real‑time management of telephonic/voice, e‑mail and chat operations for various teams in REPH and offshore business unit partners. Responsibilities Analyze workforce metrics, trends, and resource allocation to meet organizational needs. Lead execution of complex analysis to improve forecast accuracy, schedule efficiency, and operational effectiveness. Model various scenarios for Operations Leaders to provide actionable insights. Directly handle accuracy of WFM volume forecasts, schedules, schedule models, and forecasts to ensure correct staffing levels to meet customer demand and service level objectives. Accountabilities Real‑time monitoring of calls in queue Real‑time skilling of agents Generate and send pertinent reports Create and plot schedules Provide proactive recommendations Qualifications Bachelor’s degree holder At least 1-2 years of relevant experience Proven experience in real‑time scheduling Excellent MS Excel knowledge Intermediate to advanced communication skills Forecasting experience is a plus Seniority Level Entry level Employment Type Full‑time Job Function Project Management and Information Technology Industries Technology, Information and Media #J-18808-Ljbffr


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