Workforce Analyst

Job description

The Role The Workforce Analyst owns the end-to-end coordination of scheduling and handoffs once a Virtual Assistant (VA) is successfully hired and matched with a client. This role works cross-functionally with Sales, CSM, Talent Acquisition (TA), Training, and Operations to ensure the VA’s onboarding is smooth, timely, and fully informed. The Workforce Scheduler’s role: by the time the VA starts, the Operations team already understands the client, their business, and the VA’s expected scope, so execution begins on Day 1 with minimal friction. Key Responsibilities Scheduling & Coordination ● Coordinate the onboarding timeline for matched VAs from “match confirmed” through “ready for Day 1.” ● Participate in the internal and external meetings (e.g., client discovery/intro, internal kickoff, training handoff, ops alignment) to extract all critical information required ● Act as the central point of contact to ensure schedule alignment across Sales, CSM, TA, Training, and Ops. Cross-Functional Handoffs ● Partner with Sales + CSM to capture and schedule client context transfer (business overview, goals, scope, tools, working hours, success metrics). ● Coordinate with TA to confirm VA readiness status, documentation completion, start date, and work hours alignment. ● Coordinate with Training to ensure VA completes any required training and that outputs (Scorecards, Attendance, Nesting Results) are shared with Operations. ● Coordinate with Operations to ensure the team receives client background and onboarding details before the VA starts. Documentation & Readiness Tracking ● Maintain an onboarding tracker with clear milestones, owners, dates, and status updates. ● Ensure key onboarding inputs are complete (client profile, scope notes, tool access requirements, schedules, SOP links, escalation contacts). ● Identify gaps, follow up with owners, and drive tasks to closure. Stakeholder Communication ● Send clear calendar invites, reminders, and agendas; confirm attendance and readiness ahead of meetings. ● Provide daily/weekly status updates to the Workforce Manager and relevant stakeholders. ● Flag risks early (missing client info, schedule conflicts, start date risk, incomplete training, ops not briefed). Process Improvement ● Recommend improvements to onboarding workflow, templates, checklists, and scheduling cadence. ● Track bottlenecks (e.g., delayed handoffs) and propose solutions. Success Metrics (KPIs) ● % of matched VAs onboarded on-time (by start date) - 95% ● % of onboardings with complete client context delivered to Ops before Day 1 - 100% ● Time-to-onboard from match confirmation to VA start - 100% ● Reduction in Day 1 issues (missing access, unclear scope, incomplete brief) - 95% ● Stakeholder satisfaction (Ops/CSM/Training feedback) - 95% Required Qualifications ● 1–2 years of experience in scheduling, operations coordination, workforce coordination, onboarding coordination, or similar roles. ● Strong cross-functional coordination experience with multiple stakeholders and deadlines. ● Excellent written and verbal communication skills. ● High attention to detail and strong follow-through. ● Comfortable working in fast-paced environments with shifting priorities. ● Agile and able to work both onsite and remotely (Office located at Makati City, Philippines) Preferred Qualifications ● Experience supporting BPO/outsourcing, staffing, or VA/client matching operations. ● Familiarity with tools like Google Workspace, mySQL programming, Discord / Slack, CRMs, and ClickUp ● Prior experience with IEX or Genesys, or other WFM tools ● Experience creating or improving SOPs and checklists. ● Workforce Staff Planning is a plus Skills & Competencies ● Calendar management and scheduling mastery ● Stakeholder management and proactive follow-ups ● Process-driven, organized, and reliable ● Problem-solving mindset; anticipates risks before they become blockers ● Comfortable working with structured trackers and templates Benefits: ● Salary- PhP 30,000 (Subject to possible Merit Increased based on annual performance appraisals) ● With HMO, employee is the Principal, additional dependents can be added but will be deducted from the contractor’s salary ● PTO/SL Credits (Accrued 1.25 per full calendar month of service) The RoleThe Workforce Analyst owns the end-to-end coordination of scheduling and handoffs once a Virtual Assistant (VA) is successfully hired and matched with a client. This role works cross-functionally with Sales, CSM, Talent Acquisition (TA), Training, and Operations to ensure the VA’s onboarding is smooth, timely, and fully informed.The Workforce Scheduler’s role: by the time the VA starts, the Operations team already understands the client, their business, and the VA’s expected scope, so execution begins on Day 1 with minimal friction.Key ResponsibilitiesScheduling & Coordination● Coordinate the onboarding timeline for matched VAs from “match confirmed” through “ready for Day 1.”● Participate in the internal and external meetings (e.g., client discovery/intro, internal kickoff, training handoff, ops alignment) to extract all critical information required● Act as the central point of contact to ensure schedule alignment across Sales, CSM, TA, Training, and Ops.Cross-Functional Handoffs● Partner with Sales + CSM to capture and schedule client context transfer (business overview, goals, scope, tools, working hours, success metrics).● Coordinate with TA to confirm VA readiness status, documentation completion, start date, and work hours alignment.● Coordinate with Training to ensure VA completes any required training and that outputs (Scorecards, Attendance, Nesting Results) are shared with Operations.● Coordinate with Operations to ensure the team receives client background and onboarding details before the VA starts.Documentation & Readiness Tracking● Maintain an onboarding tracker with clear milestones, owners, dates, and status updates.● Ensure key onboarding inputs are complete (client profile, scope notes, tool access requirements, schedules, SOP links, escalation contacts).● Identify gaps, follow up with owners, and drive tasks to closure.Stakeholder Communication● Send clear calendar invites, reminders, and agendas; confirm attendance and readiness ahead of meetings.● Provide daily/weekly status updates to the Workforce Manager and relevant stakeholders.● Flag risks early (missing client info, schedule conflicts, start date risk, incomplete training, ops not briefed).Process Improvement● Recommend improvements to onboarding workflow, templates, checklists, and scheduling cadence.● Track bottlenecks (e.g., delayed handoffs) and propose solutions.Success Metrics (KPIs)● % of matched VAs onboarded on-time (by start date) - 95%● % of onboardings with complete client context delivered to Ops before Day 1 - 100%● Time-to-onboard from match confirmation to VA start - 100%● Reduction in Day 1 issues (missing access, unclear scope, incomplete brief) - 95%● Stakeholder satisfaction (Ops/CSM/Training feedback) - 95%Required Qualifications● 1–2 years of experience in scheduling, operations coordination, workforce coordination, onboarding coordination, or similar roles.● Strong cross-functional coordination experience with multiple stakeholders and deadlines.● Excellent written and verbal communication skills.● High attention to detail and strong follow-through.● Comfortable working in fast-paced environments with shifting priorities.● Agile and able to work both onsite and remotely (Office located at Makati City, Philippines)Preferred Qualifications● Experience supporting BPO/outsourcing, staffing, or VA/client matching operations.● Familiarity with tools like Google Workspace, mySQL programming, Discord / Slack, CRMs, and ClickUp● Prior experience with IEX or Genesys, or other WFM tools● Experience creating or improving SOPs and checklists.● Workforce Staff Planning is a plusSkills & Competencies● Calendar management and scheduling mastery● Stakeholder management and proactive follow-ups● Process-driven, organized, and reliable● Problem-solving mindset; anticipates risks before they become blockers● Comfortable working with structured trackers and templatesBenefits:● Salary- PhP 30,000 (Subject to possible Merit Increased based on annual performance appraisals)● With HMO, employee is the Principal, additional dependents can be added but will be deducted from the contractor’s salary● PTO/SL Credits (Accrued 1.25 per full calendar month of service)