Scheduling & Reporting Analyst
IBMJob description
Introduction A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact.
At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your Role and Responsibilities The Scheduling and Reporting Analyst is responsible for workforce scheduling, capacity planning, data analysis, and operational reporting to support business objectives and service delivery targets. This role ensures optimal resource utilization through accurate forecasting, efficient scheduling, and actionable reporting that enables data-driven decision-making.
The Scheduling and Reporting Analyst collaborates closely with operations leaders, managers, and stakeholders to monitor performance metrics, analyze trends, identify improvement opportunities, and maintain workforce efficiency.
Key Responsibilities Workforce Scheduling
- Develop, maintain, and optimize employee schedules based on forecasted workload and business requirements.
- Monitor staffing levels, schedule adherence, attendance, and leave management.
- Adjust schedules to accommodate changing business demands, staffing shortages, and operational priorities.
- Partner with managers and team leaders to ensure appropriate staffing coverage across all shifts.
- Analyze historical data and business trends to forecast workload volumes and staffing requirements.
- Support short-term and long-term workforce planning initiatives.
- Recommend staffing strategies to achieve operational targets and service level agreements (SLAs).
- Evaluate resource allocation and utilization to improve workforce efficiency.
- Design, develop, and maintain recurring and ad hoc reports, dashboards, and scorecards.
- Monitor key performance indicators (KPIs) and operational metrics.
- Analyze performance trends and provide insights to support business decisions.
- Ensure data accuracy, integrity, and consistency across reports and reporting platforms.
- Present operational performance results, forecasts, and recommendations to management teams.
- Collaborate with cross-functional stakeholders to address reporting and workforce planning needs.
- Serve as a subject matter expert for scheduling, reporting, and workforce analytics.
- Identify opportunities to improve scheduling processes, reporting efficiency, and workforce management practices.
- Support automation initiatives and reporting enhancements.
- Develop and maintain process documentation, reporting standards, and best practices.
Preferred Education Bachelor's Degree
Required Technical and Professional Expertise
- Bachelor's degree in Business Administration, Information Technology, Statistics, Mathematics, Operations Management, or a related field.
- Experience in workforce management, scheduling, reporting, analytics, or operational planning.
- Advanced proficiency in Microsoft Excel, including formulas, pivot tables, and data analysis.
- Strong analytical, problem-solving, and critical-thinking skills.
- Excellent communication and presentation skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience in a contact center, shared services, IT operations, or business operations environment.
- Proficiency in Power BI, Tableau, SQL, or other business intelligence tools.
- Experience with Workforce Management (WFM) systems such as NICE, Verint, Genesys, or Aspect.
- Knowledge of forecasting methodologies and capacity planning principles.
- Familiarity with automation tools such as Power Automate or similar platforms.
- Workforce Planning and Scheduling
- Forecasting and Capacity Planning
- Data Analysis and Reporting
- Business Intelligence and Dashboard Development
- Attention to Detail
- Process Improvement
- Stakeholder Management
- Problem Solving
- Communication and Presentation Skills
- Forecast accuracy
- Schedule adherence
- Staffing utilization
- Service level achievement
- Reporting accuracy and timeliness
- Resource optimization
- Operational productivity metrics
- Stakeholder satisfaction
We believe in the power of technology responsibly used to help people, partners and the planet.
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Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment every day, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth-minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide ongoing feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team-focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions every day is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude, and always striving for an outcome-focused approach within everything that they do.
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IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Other Relevant Job Details For additional information about location requirements, please discuss with the recruiter following submission of your application.
Locations - QUEZON CITY, National Capital Region (Manila), Philippines
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