Workforce Analyst

About 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.

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)

Requirements

• 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

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