Scheduling & Reporting Analyst

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. 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. Forecasting and Capacity Planning 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. Reporting and Analytics 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. Stakeholder Management 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. Process Improvement 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. 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.

Preferred Qualifications

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. Key Competencies 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 Key Performance Indicators (KPIs) Forecast accuracy Schedule adherence Staffing utilization Service level achievement Reporting accuracy and timeliness Resource optimization Operational productivity metrics Stakeholder satisfaction Philippines Enterprise Operations Professional QUEZON CITY, PH (0856) IBM Business Services