Workforce,Productivity & Performance Analyst (Data Science Experience Preferred)

Hard Hat Helpers; Philippines; Remoto; PHP 702.000 - 1.053.000; Tempo pieno

Descrizione del lavoro

Hard Hat Helpers is seeking a Workforce, Productivity & Performance Analyst to optimize scheduling, monitor productivity, and drive data-driven improvements across a high-volume call center and support departments. The role integrates HR analytics, turnover and retention reporting, and performance-based compensation analysis.

You will develop daily productivity dashboards, analyze KPIs, and partner with Operations and HR leadership to implement measurable efficiency gains while ensuring

Competenze

• Bachelor's degree in Business Admin, Operations Management, Analytics, or related field preferred.
• 3–5 years of experience in workforce management, call center operations, scheduling, or productivity analysis.
• Strong proficiency in Microsoft Excel with formulas and pivot tables.
• Experience with workforce management platforms, dialer systems, and reporting tools.
• Strong analytical and communication skills.

Mansioni

• Monitor scheduled versus actual hours to identify staffing gaps and inefficiencies.
• Analyze historical call volumes, workload patterns, and productivity trends.
• Recommend staffing adjustments to improve utilization.
• Collaborate with Operations to optimize schedules, breaks, and training activities.
• Identify overtime opportunities and maximize productive labor hours.
• Monitor productivity using management systems and dashboards.
• Develop productivity scorecards and reporting tools for insights.
• Track KPIs such as schedule adherence, productive vs nonproductive hours.
• Create HR analytics reports: turnover, retention, performance reviews.

Conoscenze

Analytical skills

Communication skills

Problem solving

Data interpretation

Formazione

Bachelor's degree in related field

Strumenti

Microsoft Excel

Workforce management systems

Dialer systems

Power BI

Tableau

Descrizione del lavoro

WE’RE HIRING: WORKFORCE, PRODUCTIVITY & PERFORMANCE ANALYST

Are you highly analytical, skilled in workforce optimization, and experienced in identifying opportunities to improve operational efficiency?

We’re looking for a Workforce, Productivity & Performance Analyst to analyze workforce schedules, monitor employee productivity, identify nonproductive time, and develop data-driven strategies to improve efficiency across a high-volume collections call center and support departments.

This is a hands-on analytical role focused on understanding where productive time is being lost, why it happens, what it costs the business, and how to improve workforce performance through actionable insights and reporting.

The role will also support HR analytics, including turnover and retention reporting, recruiting and trainer scorecards, employee performance reviews, and performance-based compensation analysis.

• Position: Workforce, Productivity & Performance Analyst
• Employment Type: Full-Time
• Rate: $9/hour
• Industry: Collections / Call Center Operations
• Schedule: TBD
• Preferred Start Date: ASAP
• Work Setup: Remote

Key Responsibilities:

1. Workforce Scheduling & Optimization

• Monitor scheduled versus actual hours worked to identify staffing gaps, overstaffing, understaffing, and scheduling inefficiencies
• Analyze historical call volumes, workload patterns, employee availability, and productivity trends
• Recommend staffing adjustments to improve workforce utilization
• Collaborate with Operations leadership to optimize schedules, breaks, lunches, meetings, and training activities
• Identify opportunities to reduce unnecessary overtime and maximize productive labor hours

2. Productivity Monitoring & Performance Analysis

• Monitor employee productivity using workforce management systems, dialer reports, and operational dashboards
• Analyze productivity trends at individual, team, departmental, and organizational levels
• Track key performance indicators, including:
• Schedule adherence and attendance
• Productive versus nonproductive hours
• Agent availability and utilization
• Calls handled and outbound dialing activity
• Average handle time and after-call work
• Idle time and system downtime
• Collections performance and revenue per productive hour
• Unapproved activities and application usage
• Identify performance gaps and opportunities to improve employee efficiency
• Develop productivity scorecards and reporting tools that provide actionable management insights

3. Nonproductive Time Analysis

• Track and analyze nonproductive time across departments
• Identify excessive idle time, extended breaks, prolonged after-call work, unplanned downtime, and other productivity losses
• Distinguish between necessary operational activities, approved nonproductive time, system-related delays, and avoidable inefficiencies
• Identify root causes and recommend corrective actions and process improvements
• Measure the effectiveness of productivity initiatives and report results
• Ensure monitoring practices follow company policies, applicable employment laws, and approved accommodations

4. Workforce Analytics & Reporting

• Develop daily, weekly, and monthly workforce productivity reports
• Create and maintain daily productivity dashboards showing staffing levels, productive hours, nonproductive time by reason, and collection results
• Analyze staffing utilization, schedule adherence, lost productivity hours, and operational efficiency
• Translate workforce data into actionable recommendations for senior leadership
• Measure the financial impact of staffing inefficiencies, overtime, and nonproductive time
• Establish productivity baselines and track performance against targets
• Present findings and recommendations during operational performance meetings

5. HR Analytics & Performance Reporting

• Develop an HR dashboard covering workforce performance and key HR metrics
• Track turnover and retention trends
• Create recruiting and trainer scorecards
• Track 30-, 60-, and 90-day reviews, as well as annual performance reviews
• Analyze performance and attendance data to support appropriate salary increase recommendations
• Collaborate with HR and Operations leadership to identify trends and opportunities for improvement

6. Operational Collaboration & Accountability

• Partner with Operations managers and supervisors to identify productivity and scheduling challenges
• Provide timely reports on staffing shortages, schedule deviations, and performance trends
• Collaborate with HR to analyze attendance, turnover, training schedules, and workforce availability
• Work with IT and dialer administration teams to resolve technology-related productivity barriers
• Recommend realistic productivity expectations without compromising quality, compliance, or employee well-being
• Train supervisors to interpret workforce reports and use productivity dashboards effectively
• Provide analytical findings to support management decisions; department managers and supervisors remain responsible for employee coaching and performance accountability
• Identify opportunities to automate workforce reporting and scheduling processes
• Leverage business intelligence tools and AI-supported analytics to improve forecasting and operational decisions
• Evaluate existing workflows and recommend ways to reduce unnecessary administrative time
• Develop standardized reporting procedures and productivity measurement methods
• Support initiatives that improve operational efficiency, employee engagement, and workforce effectiveness

Required Qualifications:

• Bachelor's degree in Business Administration, Operations Management, Analytics, or a related field preferred; equivalent experience will be considered
• 3–5 years of experience in workforce management, call center operations, scheduling, or productivity analysis
• Demonstrated experience analyzing employee productivity, schedule adherence, and workforce utilization
• Strong proficiency in Microsoft Excel, including formulas, pivot tables, and data analysis
• Experience with workforce management platforms, dialer systems, and operational reporting tools
• Strong analytical, problem-solving, and organizational skills
• Ability to interpret complex workforce data and translate findings into actionable recommendations
• Experience collaborating with operational leadership to implement measurable performance improvements
• Strong communication skills and the ability to present findings clearly to management

Tools & Technologies

Experience with the following tools is a plus:

• ADP
• Time Doctor
• Hubstaff
• Other employee productivity and performance monitoring tools
• Microsoft Excel and workforce reporting systems

Preferred Qualifications

• Experience in collections, accounts receivable management, or high-volume contact center operations
• Experience in Data Science
• Experience supporting multisite or offshore workforce operations
• Proficiency in Power BI, Tableau, or similar business intelligence platforms
• Familiarity with workforce forecasting, capacity planning, and labor optimization
• Experience building automated dashboards and productivity scorecards
• Knowledge of AI-driven workforce analytics and predictive scheduling tools
• Data science experience is a plus, particularly in analyzing operational trends and developing data-driven recommendations

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• Schedule Adherence: Alignment between actual and assigned schedules
• Workforce Utilization: Productive hours as a percentage of available work hours
• Nonproductive Time: Hours lost by category, team, and employee
• Staffing Efficiency: Alignment between scheduled staffing and workload
• Overtime Management: Reduction in avoidable overtime expenses
• Productivity Improvement: Increased calls, collections, or output per productive hour
• Forecast Accuracy: Accuracy of projected staffing requirements
• Reporting Accuracy: Timely and reliable workforce reporting
• Operational Improvements: Measurable efficiency gains and reduced avoidable downtime

Ideal Candidate

We’re looking for someone who is analytical, proactive, data-driven, and results-oriented. You should be able to identify productivity problems, investigate their root causes, quantify their operational or financial impact, and recommend practical solutions.

You should also be comfortable working closely with senior HR and Operations leadership, building dashboards that support decision-making, and turning complex data into clear, measurable improvements.

If you have a strong background in workforce analytics, call center productivity, scheduling optimization, and performance reporting, we’d love to hear from you!