The Workforce Management Analyst is responsible for managing the capacity of LexisNexis Risk teams for day-of and current week Operations. S/he will also provide additional scheduling support by creating and generating schedules and optimizing when necessary. This role applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). Assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Accountabilities Responsible for daily management of service levels and other relevant key metrics of Operations Teams, including but not limited to entering exceptions, processing overtime, shift trades, vacation bids, and scheduling events. Provide real-time monitoring through available tools (Verint, Avaya CMS, etc.) and workforce management techniques to maximize resources and achieve business objectives. Monitor real-time adherence to ensure on- and off-phone activities are managed efficiently throughout the day. Create, update, and publish shift schedules, and plot shift activities (i.e. training, vacation, meeting, overtime, off-line work, exceptions, etc.) to achieve optimal staffing. Maintain data accuracy in WFM software and CMS regarding agents’ profiles, skills and priorities, time-off balances, phone extensions for recording, etc. Produce and submit reports (including but not to limited to intraday, end-of-day, attendance, adherence, etc.) to leadership teams and business unit partners. Manage the WFM Inbox and process open tickets accurately and in a timely manner. Ensure constant communication with Operations teams to coordinate necessary staffing adjustments based on current and forecasted requirements. Identifies and recommends process improvement opportunities to improve productivity, performance, and customer satisfaction. Qualifications: Bachelor's Degree holder 2 years of WFM Experience Familiarity with the BPO or Shared Services industry as well as its key operational metrics, targets, best practices, benchmarks, etc. Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization Good communicator and strong presentation skills Strong analytical, quantitative and deductive reasoning skills Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends Ability to work with leadership teams to translate data into action steps and reporting solutions Willing and able to work on a flexible shift to meet business needs. Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives. For internal candidates: Must be in current role for 1 year. Must not have received any Disciplinary Action within the past 12 months. Must not have any Attendance and Punctuality issues in the past 12 months. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are 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. USA Job Seekers: EEO Know Your Rights. RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

Workforce Analyst I.

more at Relx.

Senior Manager, GTM Enablement

Account Executive

Sales Team Manager

similar roles.

Flexi Recepční (15 - 20 hod. týdně)

Junior Adótanácsadó (ÁFA) - budapesti vagy debreceni lokáció

Senior Executive / Assistant Manager, Executive Master Programmes

Assistant Director (Lifelong Learning Client Services)

Patient Care supervisor (RN)

Patient Care Supervisor (RN)