workforce Management analyst iRELX
Workplace: Iloilo
Salary: Agreement
Work form: Full time
Posting Date: 29/01/2026
Deadline: 21/11/2021
Responsible for daily management of service levels and other relevant key metrics of Operations Teams.
Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, etc.) and Workforce Management techniques to make intraday adjustments in an effort to maximize resources and achieve service level goals / business objectives.
Monitor real-time adherence to ensure on/off phone activity is managed efficiently throughout the day.
Manage schedules and shift activities (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.).
Generate staffing models and provide schedule recommendations based on analysis of trends and key metrics.
Deliver analytics and proactive insights into key global metrics trends to support data-driven decisions that are in best interest of our customers and our business.
Maintain constant communication with Operations teams to coordinate necessary staffing adjustments based on current and forecasted requirements.
Demonstrate professional behavior, teamwork, punctuality, dependability, and adherence to company policies & procedures.
Coach, mentor and facilitate sharing of best practices with REPH and WFM SME resources as necessary.
Perform other tasks/projects assigned by the immediate superior.
LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [Protected Info] or if you are based in the US you may also contact us on 1.855.833.5120.
Please read our
RELX
Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, etc.) and Workforce Management techniques to make intraday adjustments in an effort to maximize resources and achieve service level goals / business objectives.
Monitor real-time adherence to ensure on/off phone activity is managed efficiently throughout the day.
Manage schedules and shift activities (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.).
Generate staffing models and provide schedule recommendations based on analysis of trends and key metrics.
Deliver analytics and proactive insights into key global metrics trends to support data-driven decisions that are in best interest of our customers and our business.
Maintain constant communication with Operations teams to coordinate necessary staffing adjustments based on current and forecasted requirements.
Demonstrate professional behavior, teamwork, punctuality, dependability, and adherence to company policies & procedures.
Coach, mentor and facilitate sharing of best practices with REPH and WFM SME resources as necessary.
Perform other tasks/projects assigned by the immediate superior.
LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [Protected Info] or if you are based in the US you may also contact us on 1.855.833.5120.
Please read our
RELX
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Iloilo City, Iloilo
Permanent
Full-time
Permanent
Full-time
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