Workforce & Reports Specialist

We are seeking a Workforce and Reports Specialist who will play a critical role in supporting the Operations Department by ensuring optimal staffing, attendance, and productivity across all teams.

This position is responsible for real-time monitoring, schedule and attendance management, data analysis, and reporting to drive operational efficiency and performance.

The ideal candidate is analytical, detail-oriented, and proficient in workforce management tools and reporting platforms.

KEY RESPONSIBILITIES

Workforce Management:

Develop, maintain, and optimize staff schedules based on workloads and requirements.
Collaborate with clients, operations and HR on staffs attendance.
Monitor real-time adherence and attendance, ensuring alignment with scheduled shifts.
Coordinate with Team Leaders and Operations Managers to manage shift swaps, leaves, and absences.
Implement and enforce workforce compliance with company policies
Provide recommendations for staffing adjustments to meet operational demands.

Reporting and Analytics:

Create weekly, and monthly performance reports (e.g., productivity, attendance, adherence, updates)
Manage the workforce monitoring tools to optimize productivity and identify discrepancies
Analyze trends and workforce data to identify areas for improvement.
Create dashboards and visualizations as needed
Ensure accuracy and timeliness of all reports submitted to stakeholders.

Qualifications:

Minimum of 2 years of experience in workforce management, reporting, operations or a similar role in

a BPO environment
Proficient in MS Excel (pivot tables, formulas, charts) and Google Sheets.
Experience with Workforce systems
Familiarity with BI tools (e.g., Power BI, Tableau, Google Data Studio) is a plus.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
High attention to detail and accuracy.
Ability to work independently and collaboratively in a fast-paced environment.