Workforce Analyst

📋 Description

• • Wing AI Technologies, Inc. is seeking a highly organized and proactive Workforce Analyst to join our dynamic team in Makati. This pivotal role is responsible for the end-to-end coordination of scheduling and handoffs, ensuring a seamless transition from the moment a Virtual Assistant (VA) is successfully hired and matched with a client, through to their readiness for Day 1.
• • You will act as the central orchestrator, working cross-functionally with our Sales, Client Success Management (CSM), Talent Acquisition (TA), Training, and Operations departments. Your primary objective is to guarantee that the VA’s onboarding process is smooth, efficient, timely, and fully informed, setting both the VA and the client up for success from the outset.
• • The core of this role is to ensure that by the time the VA begins their client engagement, the Operations team possesses a comprehensive understanding of the client, their business objectives, and the VA’s expected scope of work. This meticulous preparation minimizes friction and allows for immediate, effective execution on Day 1.
• • Key Responsibilities:
• • Scheduling & Coordination:
• • Own and meticulously coordinate the entire onboarding timeline for matched VAs, from the point of "match confirmed" through to "ready for Day 1." This involves managing dependencies and ensuring all parties are aligned.
• • Actively participate in critical internal and external meetings, including client discovery sessions, client introductions, internal kickoff meetings, training handoff discussions, and operations alignment meetings. Your role is to extract all essential information required for successful onboarding.
• • Serve as the primary point of contact for schedule alignment across Sales, CSM, TA, Training, and Operations, ensuring all teams are synchronized and aware of upcoming milestones and requirements.
• • Cross-Functional Handoffs:
• • Collaborate closely with Sales and CSM teams to capture and schedule the transfer of vital client context. This includes detailed information on the business overview, client goals, project scope, specific tools to be used, client working hours, and key success metrics.
• • Liaise effectively with the Talent Acquisition (TA) team to confirm the VA's readiness status, ensure all necessary documentation is completed, align on the start date, and confirm work hour compatibility with the client’s needs.
• • Partner with the Training department to verify that the VA has successfully completed all required training modules. Crucially, you will ensure that training outputs, such as Scorecards, Attendance records, and Nesting Results, are promptly shared with the Operations team.
• • Coordinate diligently with the Operations team to ensure they receive comprehensive client background information and detailed onboarding specifics well in advance of the VA’s official start date.
• • Documentation & Readiness Tracking:
• • Develop and maintain a robust onboarding tracker, meticulously documenting clear milestones, assigned owners, target dates, and real-time status updates for each VA.
• • Ensure all critical onboarding inputs are complete and readily accessible. This includes finalized client profiles, detailed scope notes, requirements for tool access, agreed-upon schedules, links to Standard Operating Procedures (SOPs), and essential escalation contact information.
• • Proactively identify any gaps in documentation or readiness, follow up persistently with responsible owners, and drive tasks to timely closure.
• • Stakeholder Communication:
• • Proactively manage all communication, including sending clear calendar invites with detailed agendas, timely reminders, and confirming attendance and readiness well ahead of scheduled meetings.
• • Provide regular, clear, and concise daily or weekly status updates to the Workforce Manager and other relevant stakeholders, highlighting progress and any potential issues.
• • Early identification and flagging of risks are paramount. This includes risks related to missing client information, potential schedule conflicts, threats to the VA’s start date, incomplete training, or insufficient briefing of the Operations team.
• • Process Improvement:
• • Contribute to the continuous improvement of our onboarding processes. Recommend enhancements to the onboarding workflow, standard templates, checklists, and the overall scheduling cadence.
• • Actively track and analyze bottlenecks within the onboarding process, such as delayed handoffs or information gaps, and propose practical, effective solutions.
• • Success Metrics (KPIs):
• • Achieve a minimum of 95% of matched VAs onboarded on-time, measured by their official start date.
• • Maintain a 100% record of onboardings that include complete client context delivered to the Operations team prior to the VA’s Day 1.
• • Ensure 100% of VAs are onboarded within the defined "time-to-onboard" window, from match confirmation to VA start.
• • Target a reduction of 95% in Day 1 issues, such as missing access, unclear scope, or incomplete client briefs.
• • Achieve a stakeholder satisfaction score of 95% or higher, based on feedback from Operations, CSM, and Training teams.
• • This role is ideal for an individual who thrives in a fast-paced, collaborative environment and possesses a keen eye for detail and a commitment to operational excellence.