Admin Specialist

Admin Specialist  

About Us  

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. 

Position Summary  

The Admin Specialist provides administrative and workforce support to ensure the smooth day-to-day operations of the account. This role is responsible for managing attendance and scheduling records, coordinating system and access requests, supporting payroll and performance reporting activities, facilitating communication across teams, and assisting with operational and client-driven initiatives. The ideal candidate is highly organized, detail-oriented, proactive, and capable of managing multiple tasks while collaborating with various stakeholders across Operations, HR, IT, and Quality teams. 

Qualifications  

Time & Attendance Management  

• Manage and monitor employee clock-in/clock-out records in BambooHR

• Maintain and update the Attendance Report

Scheduling & Workforce Coordination  

• Create and manage schedules for Team Leads, Quality Analysts, and Trainers - 2 hrs 

• Allocate and track overtime and sick leave coverage hours, including validation and adjustments in QM - 1.5 hr 

• Ensure accurate request and registration of O slots in client tracking tools and QMAR – 1.5 hr 

System & Access Management  

• Handle IT-related requests via internal communication channels and create tickets in Jira Helpware – 8 hrs 

• Create and manage Okta access requests in Jira Vinted – 4 hrs 

• Coordinate with agents to ensure timely completion of access-related processes – 2 hrs 

• Submit team reassignment requests via the HR channel and create corresponding requests in BambooHR – 1 hr 

Performance & Reporting Support  

• Prepare and complete TL scorecards on a quarterly basis – 30 min 

• Review and ensure alignment between QM Slots and TT statuses for the team – 1 hr 

• Support payroll processes by validating data preparations through a structured checklist – 1 hr 

• Review quality mistakes in the mistake tracker and provide feedback to the agents – 2 hrs

Communication & Information Sharing  

• Distribute important internal updates and client requests to agents - 1 hr 

• Post performance results, announcements, and operational updates - 1 hr 

• Ensure visibility and accessibility of key information across the team - 1 hr 

• Attend cross-functional meetings and ensure alignment on key updates – 2 hrs 

Operational Support & Coordination  

• Handle ad hoc administrative requests, including urgent client or Operations Manager (OM) tasks – 2 hrs 

• Support additional coordination activities assigned by Team Leads – 1 hr 

• Ensure timely execution of delegated operational tasks – 1 hr 

• Maintain visibility and follow-up on all escalations until resolution – 1 hr 

• Support of agents' distribution during Ramp-up - 1 hr 

Qualifications  

• Bachelor's degree in Business Administration, Human Resources, Management, or a related field preferred.

• At least 1 year of experience in administrative, workforce management, HR operations, recruitment operations, or BPO support functions  preferred.

• Experience working in a BPO, shared services, or customer support environment is an advantage.

• Proficient in Microsoft Office applications, particularly Excel and Google Workspace tools.

• Experience using HRIS, ticketing, workforce management, or project management tools (e.g., BambooHR, Jira, Okta, or similar platforms) is an advantage.

• Strong organizational and time management skills with the ability to handle multiple priorities simultaneously.

• Excellent attention to detail and ability to maintain accurate records and reports.

• Strong verbal and written communication skills with the ability to coordinate effectively with employees, leaders, and cross-functional teams.

• Demonstrated problem-solving and critical-thinking abilities.

• Ability to handle confidential and sensitive information with professionalism and discretion.

• Proactive, dependable, and able to work independently with minimal supervision.

• Comfortable working in a fast-paced and dynamic environment while meeting deadlines.

Preferred Competencies  

• Strong stakeholder management and coordination skills.

• Analytical mindset with the ability to validate data and identify discrepancies.

• Customer-service orientation when supporting internal employees and leaders.

• Adaptability and willingness to support ad hoc operational requirements.

• Positive attitude, professionalism, and strong interpersonal skills.