Workforce Specialist (BOG)

The Workforce Specialist plays a pivotal role in optimizing operational efficiency, maintaining workforce data integrity, and ensuring payroll compliance across the organization. Serving as the central point of contact for employee lifecycle management, schedule optimization, and timekeeping accuracy, this role bridges the gap between daily operations and backend administrative systems. The ideal candidate possesses sharp analytical skills, an absolute commitment to data confidentiality, and the ability to maintain composure while collaborating with cross-functional teams under tight deadlines.

Responsibilities

• Key Responsibilities 1.
• Optimization & Adherence Management Schedule Administration: Manage, post, and optimize schedules within to achieve Key results Performance Indicators (KPIs) such as First Response Time (FRT) and Resolution Time (RES).
• Monitor real-time schedule adherence using available WFM tools; manage schedule changes, shift swaps, and break distributions as requested by operations.
• Track call-outs, identify absenteeism trends, and collaborate with leadership to find viable scheduling solutions that minimize coverage gaps.
• Allocate and verify overtime hours within schedules; maintain the Master Overtime Sheet and coordinate bi-weekly reviews and approvals with managers and directors.
• 2.
• Timekeeping, Compliance & Payroll Support Timesheet Auditing: Conduct daily and bi-weekly revisions of timesheets, verifying that actual hours worked align precisely with scheduled data to ensure flawless payroll readiness.
• Analyze schedule-to-actual work time discrepancies twice weekly to catch and correct potential payment errors proactively.
• Facilitate the performance bonus collection and submission process for executive approval and finance team payout.
• Apply mathematical and analytical skills to calculate and manage necessary employee deductions and payment discrepancies accurately.
• 3.

WFM & CRM System Administration

• Manage group permissions, team assignments, locations, scheduling rules, and tags within to ensure compliance and wise resource allocation.
• Own and maintain the Active Roster, accurately tracking new hires, department transfers, and separations or account deactivations.
• Maintain and optimize backend administrative features (rules, tags, macros) within Gorgias to streamline the internal support workflow.
• Administer and update workforce content within apps like Notion, creating clear articles for training, company policies, and procedural alignment 4.
• Helpdesk Support, Communication & Training Helpdesk Ticket Resolution: Own the internal workforce helpdesk, reviewing and responding promptly to all schedule, workforce, and payroll-related inquiries received via Gorgias and Slack.
• Follow up diligently with Team Leads, Managers, and Customer Success Managers (CSMs) to expedite the resolution of pending operational and schedule disputes.
• Deliver initial onboarding training to new hires (account setup, hours verification, correction requests) and lead refresher sessions on workforce policies.
• Keep the company aligned through clear, transparent communications regarding workforce matters and provide immediate on-site technical and process support when critical operational issues arise.

Requirements

• & Qualifications Required Soft Skills & Competencies Attention to Detail: High level of precision and accuracy in data entry, metric tracking, and documentation.
• Strong organizational skills to manage multiple tasks, meet tight payroll deadlines, and remain calm when operations go haywire.
• Demonstrated ability to analyze operational and mathematical data effectively for decision-making and issue resolution.
• Excellent written and spoken English skills; ability to interact professionally with stakeholders at all levels of the organization.
• Medium-to-advanced level experience with Google Sheets (complex formulas, data analysis) as well as Docs, Slides, and Forms.
• Full professional proficiency (written and spoken).
• 1 year of experience Workforce Management (WFM): Hands-on administrative experience using or equivalent scheduling software.
• Experience managing workflows, macros, and queues in Gorgias or a similar ticketing system.

Preferred

• Prior experience working in a fast-paced Call Center or Customer Success environment.
• Experience utilizing Notion or alternative documentation apps for knowledge base creation.

Integrity & Confidentiality

Absolute commitment to maintaining the privacy of sensitive employee information and financial data.

Payroll Exposure

Previous experience handling heavy-duty or complex payroll preparation processes (Nomina).