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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. S/he will analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. S/he will be taking the lead in executing complex analysis that will improve forecast accuracy, schedule efficiency, and operational effectiveness. S/he will also lead in modeling out various scenarios for Operations Leaders that provide actionable insights for REPH. S/he is directly responsible for the accuracy of WFM volume forecasts, schedules, schedule models and schedule forecasts for operations, which enable the ability to staff the correct number of employees at the correct time in order to meet customer demand and service level objectives. S/he will perform complex analysis using predictive modeling, etc.

Accountabilities

• Real-time monitoring of calls in queue

• Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, etc.)

• Real-time skilling of agents

• Sending of absenteeism, service level, and other reports to the client and operations

• Creating schedules

Qualifications

• Educational Attainment: Bachelor’s degree, any program

• 1-2 years of relevant experience

• Able to plot shift activities and schedule (able to discern where to plot)

• Communication skill: intermediate to advance communication skills (Business English)

• Excellent MS Excel knowledge

  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 accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.

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