Workforce Management - Capacity Planner (Manpower Agency), SCommerce

The Workforce Management Analyst is responsible for analyzing and supporting the management of outsourced warehouse manpower across multiple agencies. This role provides data-driven insights on agency performance, workforce quality, and operational compliance to support decision-making in an e-commerce warehouse environment. The analyst monitors vendor performance, tracks incentives and penalties, manages training and onboarding of new agents, and supports workforce operations by ensuring data accuracy and operational visibility.

Job Description

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.

Requirement

• 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.