Workforce Analyst

Wing Assistant; Philippines; Hybrid; PHP 335,000 - 424,000; Full time

Benefits offered by this job

HMO

PTO / SL credits

Job summary

Wing Assistant is seeking a Workforce Analyst to own end-to-end scheduling and handoff coordination for VAs. The role partners with Sales, CSM, TA, Training and Operations to ensure onboarding is smooth, timely, and fully informed from Day 1.

As the VA starts, you’ll manage onboarding timelines, meetings, readiness tracking, and communication with stakeholders. You will drive process improvements and monitor onboarding KPIs to reduce day-1 issues.

Qualifications

• 1–2 years in scheduling, operations coordination, onboarding coordination, or similar roles.
• Strong cross-functional coordination 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)

Responsibilities

• Coordinate onboarding timeline for matched VAs from match confirmed to ready for Day 1.
• Attend client discovery, internal kickoff, training handoff, and ops meetings to extract critical information.
• Serve as central contact; align schedules across Sales, CSM, TA, Training and Ops.

Skills

Calendar management

Scheduling

Stakeholder management

Cross-functional coordination

Attention to detail

Communication

Onsite & remote work

Tools

Google Workspace

MySQL

Discord

Slack

CRM systems

ClickUp

Job description

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.

Key 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)

Preferred Qualifications

• 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

Benefits:

• Salary- PhP 30,000 (Subject to possible Merit Increased based on annual performance appraisals)
• With HMO, employee is the Principal, additional dependents can be added but will be deducted from the contractor’s salary
• PTO/SL Credits (Accrued 1.25 per full calendar month of service)