Position Summary:
The Workforce Management Specialist is a critical anchor for operational efficiency. You will be responsible for the end-to-end integrity of staffing records, ensuring every shift, break, and swap is optimized for team needs and client SLAs. Beyond scheduling, you will act as a bridge between Operations and Finance, maintaining real-time adherence and ensuring payroll data is 100% accurate and on time.

Responsibilities

Scheduling & Real-Time Adherence

• Optimization: Manage and publish employee schedules, ensuring accurate distribution of breaks, swaps, and overtime.
• Monitoring: Use WFM tools to track real-time adherence, identifying and resolving coverage gaps immediately.
• Ticket Management: Serve as the point of contact for internal requests via Gorgias, Slack, email, or other channels, providing prompt and accurate resolutions.
• Movement: Execute employee transfers between teams, updating system profiles and schedules to reflect operational changes.

Data Integrity & Reporting

• Performance Analytics: Create, maintain, and share internal and external reports to support leadership decision-making.
• Audit & Review: Conduct daily timesheet audits to ensure worked hours align with scheduled shifts for accurate payroll processing.
• Bonus Administration: Manage the performance bonus reporting lifecycle, including collecting director inputs, securing executive approval, and submitting final reports to Finance.

Payroll & Compliance

• Financial Support: Assist the Helpdesk team with timesheet revisions, deductions, and payment discrepancy calculations.
• Documentation: Track discrepancies and attendance trends to minimize errors and maintain a high-integrity Master Overtime sheet.
• Confidentiality: Uphold strict data privacy standards for employee information and records.

Technical Support & Continuous Improvement

• Process Evolution: Proactively suggest and develop tools or workflows to improve WFM efficiency.
• Onboarding: Lead training sessions for new hires, focusing on account setup, management, and time-correction procedures.
• On-Site Presence: Provide hands-on technical and workforce support as needed to ensure smooth facility operations.

Requirements & Qualifications

Technical Skills

• Data Mastery: Intermediate to advanced proficiency in Google Sheets or Excel, including formulas, pivot tables, and data visualization.
• Language: C1 English proficiency (written and verbal).
• Software: Comfortable with Microsoft Office Suite and professional email communication.
• Numeracy: Strong mathematical skills for payroll calculations and deductions.

Soft Skills

• Attention to Detail: High level of accuracy in reporting and data management.
• Critical Thinking: Ability to analyze data, solve problems, and remain composed under pressure.
• Interpersonal Agility: Strong ability to collaborate across departments and communicate complex information clearly.
• Integrity: Proven reliability and discretion when handling sensitive data.

Preferred Qualifications

• Experience with Workforce Management systems (WFM) or CRMs such as Gorgias, Intercom, or Zendesk.
• Background in payroll processing or content management applications.