Workforce Systems & Data Analyst

VLBPO Job Description

Position Information

Job Title: Workforce Systems & Data Analyst Department: Workforce Management / Operations Reports To: Director of Operations Location: Hybrid – New Kingston, Jamaica Employment Type: Full-Time

Job Summary

The Workforce Systems & Data Analyst is responsible for ensuring the accuracy and integrity of workforce data, payroll-hour reporting, operational dashboards, and ClickUp system administration. This role supports Workforce Management, Payroll, Human Resources, Finance, and Operations by auditing employee work hours, validating payroll-related data, maintaining reporting dashboards, administering ClickUp user access, and providing analytical insights to improve operational performance.

The successful candidate will possess strong analytical skills, exceptional attention to detail, and experience working within a workforce management or contact center environment. This position plays a critical role in maintaining data accuracy, supporting payroll processing, improving operational reporting, and ensuring the effective administration of company workforce systems.

Work Schedule

• Schedule: Monday to Friday

• Standard Hours: Based on operational and payroll requirements

• Time Zone: Must be available during Jamaica business hours and support U.S. operational requirements when necessary

• Payroll Support: Flexibility required during payroll processing periods

• Work Arrangement: Hybrid

Essential Job Functions

(Listed in order of importance with approximate % of time. Total equals 100%.)

#

Function

% of Time

Payroll Hours Auditing & Validation – Audit employee work hours, attendance records, overtime, leave, training hours, meetings, schedule exceptions, and payroll adjustments. Investigate discrepancies, validate payroll data, coordinate with Payroll, HR, Operations, and Workforce Management, maintain audit documentation, and prepare accurate payroll-hour reports before each payroll submission.

35%

Workforce Reporting & Data Analysis – Prepare daily, weekly, bi-weekly, monthly, and ad hoc workforce reports. Analyze attendance, absenteeism, overtime, schedule adherence, productive hours, staffing, headcount, and workforce trends. Develop operational reports and provide recommendations that support business decisions.

25%

ClickUp Reporting & Dashboard Management – Build, maintain, and optimize ClickUp dashboards, reports, charts, workload views, and performance summaries. Ensure dashboards remain accurate, troubleshoot reporting issues, validate formulas and filters, and develop standardized reporting templates across departments and client accounts.

20%

ClickUp Administration & User Management – Create, modify, and deactivate user accounts, manage permissions and workspace access, maintain communication channels, support employee onboarding and offboarding, conduct user-access audits, monitor software licensing, and troubleshoot system-related issues.

10%

Process Improvement, Documentation & Compliance – Maintain SOPs, ensure compliance with confidentiality and information security policies, support internal audits, identify process improvements, maintain documentation, and promote consistent reporting and administrative practices across the organization.

10%

Total: 100%

Required Qualifications (Knowledge, Skills & Experience)

• Associate Degree, Diploma, or Bachelor's Degree in Business Administration, Human Resource Management, Finance, Accounting, Data Analytics, Information Systems, or a related field.

• Minimum of two (2) years of experience in Workforce Management, payroll auditing, workforce reporting, timekeeping, or a contact center environment.

• Experience working within a BPO or workforce-driven organization.

• Strong understanding of workforce metrics including attendance, schedule adherence, overtime, leave management, productive hours, and payroll-hour calculations.

• Intermediate to Advanced Microsoft Excel or Google Sheets skills, including Pivot Tables, lookup formulas, conditional formulas, and reporting.

• Experience preparing workforce reports, dashboards, and operational summaries.

• Strong analytical, investigative, and problem-solving abilities.

• Excellent organizational and time management skills with the ability to meet strict payroll deadlines.

• Strong written and verbal communication skills.

• Ability to maintain strict confidentiality when handling payroll, employee, and operational information.

Preferred Qualifications

• Previous experience administering ClickUp or similar project management platforms.

• Experience developing operational dashboards and business intelligence reports.

• Knowledge of workforce management systems, attendance platforms, or payroll systems.

• Experience supporting multiple operational departments within a BPO environment.

• Familiarity with data validation, reconciliation, and process improvement methodologies.

Core Competencies

• Analytical Thinking

• Attention to Detail

• Data Analysis

• Payroll & Workforce Reporting

• Systems Administration

• Accountability

• Confidentiality

• Problem Solving

• Critical Thinking

• Organization & Planning

• Time Management

• Communication Skills

• Process Improvement

• Documentation

• Stakeholder Collaboration

Work Conditions / Physical Demands / Travel Requirements

This position operates in a professional hybrid work environment and requires:

• Extended periods of computer use and reviewing workforce data.

• Reviewing large volumes of payroll, attendance, and operational information.

• Working under strict reporting and payroll processing deadlines.

• Frequent collaboration with Payroll, HR, Operations, Finance, and Leadership teams.

• Maintaining confidentiality of employee and client information.

• Flexibility to support urgent payroll corrections, reporting requests, and operational priorities.

• Adherence to company policies, data security standards, and confidentiality requirements.

Who You Are

You are a highly analytical and detail-oriented professional who enjoys working with data, systems, and process improvement. You thrive in a fast-paced environment, possess exceptional organizational skills, and take pride in delivering accurate reports that support critical business decisions. You are dependable, proactive, and committed to maintaining the highest standards of accuracy, confidentiality, and operational excellence while continuously seeking opportunities to improve systems and workflows.

Important Notes

• Responsibilities may evolve based on operational requirements, client needs, system enhancements, or organizational growth.

• The Workforce Systems & Data Analyst is expected to maintain the highest standards of confidentiality, professionalism, and data integrity.

• Strong analytical ability, accountability, and attention to detail are essential for success in this role.

Disclaimer

This job description outlines the general nature and level of work performed and is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties may be modified or assigned as business needs evolve.

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