Workforce Management Analyst (Manpower), Operations Excellence - SCommerce

Operational Support

• Track and report agency KPIs, including fill rate, agent quality, attendance, attrition, and operational reliability.
• Collaborate with warehouse operations to ensure agent supply reliability and adherence to process standards.
• Support performance monitoring, attendance tracking, and operational issue resolution.
• Provide insights to Ops on workforce quality, incentive performance, and behavioral trends.
• Manage a team of trainers and administer the end-to-end onboarding training program for new warehouse hires.

Behavioral Insights & Workforce Quality

• Analyze attrition, absenteeism, and agent performance to identify root causes and recommend interventions.
• Support the development and tracking of initiatives aimed at improving workforce engagement, retention, and agent quality.
• Coordinate with agencies to support recruitment, profiling, and onboarding processes for new agents.

Compliance & Risk Management

• Monitor and flag manpower operations for compliance with labor regulations and corporate standards, escalating issues as needed.
• Support resolution of workforce-related issues in coordination with agencies and internal teams.
• Maintain documentation and audit trails for workforce governance and compliance purposes.

• Bachelor’s degree in Business, HR, Industrial Engineering, Psychology, or related field.
• 2-3 years of experience in workforce management, vendor coordination, manpower outsourcing, or warehouse operations (e-commerce preferred).
• Strong understanding of commercial governance (payroll, incentives, billing), agency operations, and labor compliance.
• Knowledgeable in labor laws, regulatory requirements, and contracting rules.
• Analytical and data-driven, with experience in workforce KPI reporting.
• Strong communication, coordination, and stakeholder support skills.