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

•           Real-time skilling of agents

•           Generating and sending of pertinent reports

•           Creating and plotting of schedules

•           Provide proactive recommendations

Qualifications:

•           Educational Attainment: Bachelor’s degree, any program

•           1-2 years of relevant experience

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

•           Excellent MS Excel knowledge

•           Must be in current role for 1 year

•           Must not have received any Disciplinary Action

•           Must not have any Attendance and Punctuality issues

LexisNexis, a division of RELX, 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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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