Workforce Assistant

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee real-time staffing levels, employee attendance, and adherence to schedules.

• Monitor breaks, lunches, absences, tardiness, and other schedule deviations.

• Detect staffing shortages, coverage gaps, and potential operational challenges.

• Relay real-time staffing issues to supervisors and the workforce management team.

• Aid in making intraday schedule modifications and workforce adjustments as required.

• Supervise employee compliance with assigned schedules and report any significant discrepancies.

• Maintain precise workforce and attendance documentation.

• Update workforce management systems, spreadsheets, and related reports.

• Assist in generating daily, weekly, and monthly workforce reports.

• Observe workload and staffing circumstances, escalating issues as necessary.

• Support forecasting and scheduling efforts by providing accurate real-time data.

• Adhere to established workforce management protocols and escalation procedures.

• Identify and clearly communicate discrepancies or system-related issues.

• Collaborate closely with operations, team leaders, and workforce management personnel.

• Proactively resolve routine issues to ensure smooth operational flow.

• Perform additional duties related to the position as assigned.

⛳️ Requirements

• Proficient in English (both written and spoken).

• Excellent communication and interpersonal abilities, capable of engaging professionally and effectively with clients.

• Prior experience in workforce management, real-time monitoring, call center operations, or a related role is preferred.

• Strong analytical, problem-solving, organizational skills, and attention to detail.

• Proficient with Microsoft Office (Word, Excel, Outlook), Google Sheets, workforce management platforms, and standard business tools.

• Ability to monitor multiple information sources and respond swiftly to changing conditions.

• Strong follow-up abilities and focus on deadlines.

• Quick learner who is creative, proactive, adaptable, and open-minded, with the capacity to master new systems and workforce management processes.

• Flexible and adaptable to shifting operational priorities.

• Resourceful, able to take initiative, research solutions, and independently navigate challenges.

• Strong organizational skills and follow-up capabilities, effectively managing multiple priorities in a fast-paced environment.

• Self-motivated with the ability to work independently while adhering to established processes.

• Capability to work during U.S. Eastern Time (New York) business hours and adjust to business requirements.

• Interest in long-term career growth opportunities.

• Reliable computer (Windows 10 or newer), dual monitors, and stable high-speed internet connection.

• Professional home office setup that supports uninterrupted remote work.

🏝️ Benefits

• 100% remote work opportunity.

• Excellent work environment with opportunities for growth.

• Long-term career potential.

• Full-time position requiring 40 hours per week.