Workforce Specialist

Position Overview

The Workforce Specialist plays a pivotal role in optimizing operational efficiency, maintaining workforce data integrity, and ensuring payroll compliance across the organization. Serving as the central point of contact for employee lifecycle management, schedule optimization, and timekeeping accuracy, this role bridges the gap between daily operations and backend administrative systems.

The ideal candidate possesses sharp analytical skills, an absolute commitment to data confidentiality, and the ability to maintain composure while collaborating with cross-functional teams under tight deadlines.

Key Responsibilities

1. Schedule Optimization & Adherence Management

• Schedule Administration: Manage, post, and optimize schedules within Workforce.com to achieve Key results
• Performance Indicators (KPIs) such as First Response Time (FRT) and Resolution Time (RES).
• Real-Time Adherence Tracking: Monitor real-time schedule adherence using available WFM tools; manage schedule changes, shift swaps, and break distributions as requested by operations.
• Capacity Optimization: Track call-outs, identify absenteeism trends, and collaborate with leadership to find viable scheduling solutions that minimize coverage gaps.
• Overtime Controls: Allocate and verify overtime hours within schedules; maintain the Master Overtime Sheet and coordinate bi-weekly reviews and approvals with managers and directors.

2. Timekeeping, Compliance & Payroll Support

• Timesheet Auditing: Conduct daily and bi-weekly revisions of Workforce.com timesheets, verifying that actual hours worked align precisely with scheduled data to ensure flawless payroll readiness.
• Variance Analysis: Analyze schedule-to-actual work time discrepancies twice weekly to catch and correct potential payment errors proactively.
• Financial & Bonus Support: Facilitate the performance bonus collection and submission process for executive approval and finance team payout.
• Deduction Management: Apply mathematical and analytical skills to calculate and manage necessary employee deductions and payment discrepancies accurately.

3. WFM & CRM System Administration

• Workforce.com Administration: Manage group permissions, team assignments, locations, scheduling rules, and tags within Workforce.com to ensure compliance and wise resource allocation.
• Roster Management: Own and maintain the Active Roster, accurately tracking new hires, department transfers, and separations or account deactivations.
• Ticketing/CRM System Care: Maintain and optimize backend administrative features (rules, tags, macros) within Gorgias to streamline the internal support workflow.
• Documentation & Knowledge Base: Administer and update workforce content within apps like Notion, creating clear articles for training, company policies, and procedural alignment

4. Helpdesk Support, Communication & Training

• Helpdesk Ticket Resolution: Own the internal workforce helpdesk, reviewing and responding promptly to all schedule, workforce, and payroll-related inquiries received via Gorgias and Slack.
• Cross-Functional Issue Resolution: Follow up diligently with Team Leads, Managers, and Customer Success Managers (CSMs) to expedite the resolution of pending operational and schedule disputes.
• Onboarding & Ongoing Training: Deliver initial onboarding training to new hires (account setup, hours verification, correction requests) and lead refresher sessions on workforce policies.
• Emergency & On-Site Support: Keep the company aligned through clear, transparent communications regarding workforce matters and provide immediate on-site technical and process support when critical operational issues arise.

Job Skills & Qualifications

Required Soft Skills & Competencies

•  Attention to Detail: High level of precision and accuracy in data entry, metric tracking, and documentation.
• Integrity & Confidentiality: Absolute commitment to maintaining the privacy of sensitive employee information and financial data.
• Prioritization & Composure: Strong organizational skills to manage multiple tasks, meet tight payroll deadlines, and remain calm when operations go haywire.
• Analytical Thinking: Demonstrated ability to analyze operational and mathematical data effectively for decision-making and issue resolution.
• Communication & Collaboration: Excellent written and spoken English skills; ability to interact professionally with stakeholders at all levels of the organization.

Required Technical Skills

• Google Workspace Proficiency: Medium-to-advanced level experience with Google Sheets (complex formulas, data analysis) as well as Docs, Slides, and Forms.
• English Language: Full professional proficiency (written and spoken).
• 1 year of experience
• Workforce Management (WFM): Hands-on administrative experience using Workforce.com or equivalent scheduling software.
• CRM/Ticketing Systems: Experience managing workflows, macros, and queues in Gorgias or a similar ticketing system.
• Environment: Prior experience working in a fast-paced Call Center or Customer Success environment.
• Content Management: Experience utilizing Notion or alternative documentation apps for knowledge base creation.
• Payroll Exposure: Previous experience handling heavy-duty or complex payroll preparation processes (Nomina).