Services Workforce Planning Associate

Position Summary
We are looking for a detail-oriented and analytical Workforce Management (WFM) Associate to support our Services Hub's workforce planning activities.

In this role, you will help align staffing with workload and service commitments by maintaining accurate schedules, tracking attendance and adherence, and preparing reliable operational data and standard reports.

This is an exciting opportunity for entry-level professionals or fresh graduates with strong analytical skills to build foundational expertise in workforce planning, scheduling, and real-time operations support.
Key Responsibilities


* Schedule Maintenance: Update and manage employee schedules, shift assignments, break plans, shift swaps, overtime, and approved leave in designated WFM tools in accordance with established guidelines.


* Attendance & Adherence Tracking: Record and validate attendance, absences, lateness, overtime, and schedule adherence results; identify discrepancies and escalate unresolved items to leadership.


* Real-Time Workforce Support: Monitor service queues, staffing coverage, schedule adherence, and operational movements during assigned shifts, promptly alerting senior team members to risks or capacity gaps.


* Data Preparation & Validation: Collect, clean, consolidate, and validate workload volumes, handling time, staffing, shrinkage, and attendance data used for workforce forecasts and capacity reviews.


* Standard Reporting: Prepare accurate daily and weekly workforce reports using approved templates, completing quality checks and submitting outputs within agreed timelines.


* Request Handling & Documentation: Respond to routine employee and operations queries regarding schedules, leave, and attendance while maintaining audit trails, trackers, and process documentation.

Job Requirements


* Education: Bachelor's degree in Business, Statistics, Industrial Engineering, Finance, Operations Management, or a related field.


* Experience: At least 1 to 2 years of experience in workforce management, scheduling, reporting, analytics, or operations support.


* Non-Negotiables (Must-Haves):
+ Working knowledge of Microsoft Excel (basic formulas, sorting, filtering, and data formatting; pivot tables and lookup functions are an advantage).
+ Good written and spoken English communication skills.
+ Ability and willingness to work in shifts or flexible hours when business requirements call for coverage.
+ Nice-to-Haves / Advantages: Exposure to WFM platforms, reporting tools, Power BI, Power Query, automation, or AI-enabled productivity tools.

Work Schedule & Arrangement


* Schedule: Monday to Friday, hybrid arrangement with 3 days on-site per week (shift-based or flexible hours when business requirements call for workforce coverage).

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