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)