Workforce Analyst

1.JOB OVERVIEW:

The Workforce & Admin Specialist is responsible for leading workforce management and administrative operations across the Customer Support, Risk, and KYC teams. The role oversees workforce planning, scheduling, attendance management, manpower coordination, operational reporting, centralized dashboard management, documentation, and administrative governance to ensure efficient 24/7 operations.

2.DUTIES AND RESPONSIBILITIES:

1. Workforce Planning & Scheduling

• Develop and maintain 24/7 workforce schedules for CSRs, Risk Analysts, Team Leaders, KYC Officers, and other Operations personnel.

• Ensure optimal staffing levels through workforce planning, capacity planning, and workload forecasting.

• Manage shift rotations, leave requests, overtime, holidays, rest days, and peak staffing requirements.

• Adjust schedules in real time to address absences, staffing shortages, and changing operational demands.

• Ensure equitable distribution of shifts, including weekends, holidays, and night schedules.

• Plan and manage micro-schedules, including coaching sessions, team huddles, meetings and break schedules.

• Monitor schedule adherence and workforce utilization to maximize operational efficiency.

2. Attendance & Workforce Administration

• Maintain accurate attendance records, workforce databases, schedules, and manpower trackers.

• Monitor tardiness, absences, overtime, undertime, and attendance trends while validating required approvals.

• Identify and resolve attendance discrepancies to ensure payroll accuracy.

• Ensure compliance with attendance policies, labor regulations, and workforce procedures.

• Process workforce-related requests and maintain updated organizational and staffing records.

3. Administrative & Document Management

• Oversee employee document requests, including Certificates of Employment (COE), employment certifications, and other HR-related documentation.

• Maintain organized, accurate, confidential operational records.

• Ensure timely processing and release of documents in coordination with HR, Payroll, and relevant departments.

• Serve as custodian of Operations records, administrative files, workforce documentation, and

official reports.

• Maintain document retention and version control in accordance with company policies.

4. Workforce Reporting, Dashboard Management & Analytics

• Prepare daily, weekly, and monthly workforce and operational reports.

• Develop, maintain, and enhance operational dashboards to support operational monitoring and decision-making.

• Consolidate data from multiple operational functions to ensure accurate, timely, and consistent reporting.

• Analyze workforce metrics, staffing trends, productivity, attendance, overtime, and operational performance to identify opportunities for improvement.

• Present data-driven insights and recommendations to Operations Leadership.

• Ensure the accuracy, integrity, and accessibility of all reports and dashboards.

• Drive reporting automation and continuous improvement initiatives to enhance operational efficiency.

• Maintain document version control and ensure all Operations forms, templates, trackers, and SOPs remain current and properly archived.

5. Operational Coordination

• Serve as the primary point of contact for workforce and administrative concerns across Operations.

• Coordinate with Team Leaders and Managers to ensure proper staffing coverage and shift transitions.

• Monitor staffing levels and proactively escalate manpower shortages and operational risks.

• Coordinate employee movement, onboarding, offboarding, promotions, and departmental transfers.

• Support workforce readiness for operational initiatives and business requirements.

6. Compliance & Governance

• Ensure compliance with company policies, labor regulations, attendance procedures, and operational standards.

• Standardize workforce and administrative processes across all Operations teams.

• Monitor compliance with working hours, overtime policies, documentation standards, and internal controls.

• Ensure confidentiality, accuracy, and security of employee and operational information.

7. Cross-Functional Collaboration

• Partner with Operations Leadership, HR, Payroll, Recruitment, Finance and other support teams.

• Coordinate workforce requirements, staffing updates, document requests, and employee- related administrative matters.

• Support recruitment planning, onboarding activities, workforce transitions, and organizational restructuring initiatives.

• Act as the Operations representative for workforce and administrative concerns.

8. Process Improvement & Special Projects

• Identify opportunities to improve workforce planning, scheduling, reporting, dashboard management, and administrative processes.

• Develop and maintain workforce policies, SOPs, trackers, and operational documentation.

• Lead or support automation initiatives and continuous improvement projects that enhance operational efficiency.

• Perform other workforce, administrative, and strategic projects as assigned by the Senior Operations Manager.

9. Operational Requirements

• Support a 24/7 operational environment.

• Respond to urgent staffing, scheduling, attendance, and administrative issues as required.

• Ensure uninterrupted workforce coverage and administrative support across all Operations functions.

• Maintain flexibility to support business continuity during peak operations and critical incidents.

3.QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS:

• Bachelor's Degree in Business Administration, Operations Management, Human Resource Management, Industrial Engineering, or a related field.

• Minimum of 2 years of experience in Workforce Management, Operations Administration, or BPO Operations.

• Experience supporting 24/7 operations, workforce scheduling, or capacity planning is an advantage.

• Demonstrated experience in workforce planning, scheduling, attendance management, reporting, manpower coordination, and administrative operations.

• Experience in creating and managing operational reports, dashboards, and workforce analytics is highly preferred.

• Advanced proficiency in Microsoft Excel, Google Sheets, and Microsoft Office applications.

• Strong analytical, organizational, planning, and problem-solving skills.

• Excellent communication and leadership abilities.

• Ability to work effectively in a fast-paced, 24/7 operational environment while managing multiple priorities.