Remote Workforce Assistant (RTA)

Job Summary:

We are seeking a Remote Workforce Assistant (RTA) to support the workforce management team by monitoring real-time operations, employee attendance, schedule adherence, and staffing levels. This role will identify coverage gaps, schedule variances, attendance issues, and changing operational needs while assisting with intraday adjustments and maintaining accurate workforce records. The ideal candidate is organized, analytical, detail-oriented, proactive, and adaptable, with strong communication and problem-solving skills. They should be comfortable working with spreadsheets, workforce management platforms, and multiple systems while responding quickly to changing conditions. The successful candidate must be a quick learner who takes initiative and works independently, with the ability to identify issues, research solutions, manage multiple priorities, and follow established processes with minimal supervision. Availability to work U.S. Eastern Time business hours is required.

Key Responsibilities:

• Monitor real-time staffing levels, employee attendance, and schedule adherence.
• Track breaks, lunches, absences, late arrivals, and other schedule exceptions.
• Identify staffing shortages, coverage gaps, and potential operational issues.
• Communicate real-time staffing concerns to supervisors and the workforce management team.
• Assist with intraday schedule adjustments and workforce changes as needed.
• Monitor employee adherence to assigned schedules and report significant variances.
• Maintain accurate workforce and attendance records.
• Update workforce management systems, spreadsheets, and related reports.
• Assist with daily, weekly, and monthly workforce reports.
• Monitor workload and staffing conditions and escalate issues when necessary.
• Support forecasting and scheduling activities by providing accurate real-time information.
• Follow established workforce management procedures and escalation processes.
• Identify discrepancies or system issues and communicate them clearly.
• Work closely with operations, team leaders, and workforce management personnel.
• Take initiative to resolve routine issues and keep operations running smoothly.
• Perform other duties related to the position as assigned.

Qualifications & Requirements:

• Proficient level of English (written and spoken).
• Strong communication and interpersonal skills, with the ability to communicate professionally and effectively with clients.
• Previous experience in workforce management, real-time monitoring, call center operations, or a similar role preferred.
• Strong analytical, problem-solving, organizational, and attention-to-detail skills.
• Proficiency with Microsoft Office (Word, Excel, Outlook), Google Sheets, spreadsheets, workforce management platforms, and standard business tools.
• Able to monitor multiple information sources and respond quickly to changing conditions.
• Strong follow-up skills and attention to deadlines.
• Quick learner who is creative, proactive, adaptable, and open-minded, with the ability to learn new systems and workforce management processes.
• Flexible and adaptable when operational priorities change.
• Resourceful, able to take initiative, research solutions, and figure things out independently.
• Strong organizational and follow-up skills with the ability to manage multiple priorities in a fast-paced environment.
• Self-motivated with the ability to work independently and follow established processes.
• Ability to work U.S. Eastern Time (New York) business hours and adapt to business needs.
• Interested in long-term career opportunities.
• Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.
• Professional home workstation capable of supporting uninterrupted remote work.

Compensation & Benefits:

• 100% remote work.
• Compensation in USD.
• Full-time position with 40 hours weekly.
• Please note that this is a long-term opportunity.
• Great work environment with potential for growth.