Data Entry Analyst - Workforce Management

Your potential has a place here with TTEC’s award-winning employment experience. As a Specialist – Workforce Management – Data Entry Analyst - Onsite in Goregaon, Mumbai. You’ll be a part of bringing humanity to business. #experienceTTEC

Job Summary

The Workforce Management (WFM) Data Entry Analyst I supports daily workforce operations by accurately entering and maintaining schedule, attendance, and exception data in the WFM system. This role is critical to ensuring data accuracy for reporting, payroll alignment, and line adherence tracking.

The Data Entry Analyst I position focuses on high-volume, detail-oriented data entry while following established rules, processes, and coding standards. This role works closely with WFM, Real-Time, and Operations teams to ensure workforce data reflects actual agent activity.

Key Responsibilities

Workforce Data Entry & Maintenance

• Accurately enter and update agent schedule exceptions such as PTO, absenteeism, tardiness, training, meetings, VTO, and other offline activities
• Ensure all entries are applied to the correct agent, date, and time interval
• Validate data prior to publishing schedules or reporting

Schedule & Attendance Support

• Support daily attendance and schedule alignment by maintaining accurate exception records
• Correct data discrepancies based on approved documentation or requests
• Assist with reconciliation between WFM systems and timekeeping tools when required

Data Accuracy & Compliance

• Follow established WFM policies, playbooks, and exception coding guidelines
• Ensure all data entries meet accuracy and timeliness standards
• Escalate unclear or conflicting requests to WFM leadership

Reporting & Operational Support

• Assist with daily and weekly attendance or exception reports
• Support audit requests by providing clean and accurate data
• Track recurring data issues and flag trends for review

Continuous Improvement

• Identify opportunities to reduce manual errors or rework
• Support process improvements by following standardized workflows

Required Qualifications

• High school diploma or equivalent (Associate’s degree preferred)
• 0–2 years of experience in data entry, workforce management, operations support, or administrative roles
• Strong attention to detail and ability to manage repetitive tasks accurately
• Basic proficiency in Microsoft Excel (filters, sorting, basic formulas)
• Ability to follow detailed instructions and work within defined processes

Preferred Qualifications

• Experience in a contact center or workforce environment
• Exposure to Workforce Management tools (e.g., Verint)
• Familiarity with schedules, attendance tracking, or timekeeping systems

Core Skills & Competencies

• Accuracy and consistency
• Strong organizational skills
• Time management and prioritization
• Clear written communication
• Ability to work in a fast-paced, deadline-driven environment

Success Measures

• Accuracy and timeliness of data entry
• Reduction in correction or rework requests
• Compliance with WFM standards and procedures
• Positive feedback from WFM and Operations partners

Work Environment

• Office based role
• May require flexibility to support peak periods or extended coverage