Workforce & Reports Specialist

WORKFORCE & REPORTS SPECIALIST

JOB DESCRIPTION

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 optimise productivity and identify discrepancies
• Analyse 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.