Remote Workforce Management Analyst

Summary

Join The Credit Pros for a 100% FULL-TIME REMOTE OPPORTUNITY: As a Workforce Management Analyst, you'll be responsible for ensuring efficient workforce management processes and procedures are in place to support the Sales Department operations.

Requirements

• At least 1-2 yrs experience as an Workforce Planning and Administration in a Sales or Customer Services based American company
• Remote full-time availability 5-day work week, 09 hour shift (Mon-Fri in Eastern Time 09:00 AM to 09:00 - PM ET)
• Bring Your Own Device: You need to have a computer matching our requirements
• Excellent communication (written & verbal English), organizational and interpersonal skills
• Able to work independently with short deadlines with a proactive approach in an ambiguous environment while maintaining confidentiality
• Proficiency with Microsoft 365 & productivity software including Word, Outlook, and Excel
• Experience working from home
• Experience managing a team is a PLUS

Responsibilities

• Analyze historical data, business trends, and operational requirements to forecast workforce needs accurately
• Develop and maintain workforce planning models and forecasting tools to support efficient resource allocation
• Collaborate with department heads and managers to align staffing levels with departmental demands
• Design and implement effective scheduling processes and systems to ensure optimal coverage and resource utilization
• Develop and maintain scheduling rules, policies, and procedures to support business operations and compliance
• Analyze and optimize schedules to minimize overtime, correct call volume handling and employee fatigue while maintaining service levels
• Provides general support to HOS and other Process Admins in leading daily operations
• Sales training support as it relates to live monitoring to determine inconsistencies in lead sources, scripting detail and feedback for managers for one-on-one calibration of sales reps
• Oversee the implementation and maintenance of time and attendance systems and processes
• Monitor and analyze time and attendance data to identify trends, issues, and opportunities for improvement
• Ensure compliance with company policies related to time and attendance
• Ensure agents’ productivity and occupancy by monitoring their status in our system (panel)
• Analyze workforce data to identify areas for improvement and implement corrective actions
• Provide insights and recommendations to management on workforce optimization strategies
• Call Volume reports to keep the team informed of shortages or upticks

Benefits

• An opportunity to become a part of leading US based credit repair service provider
• Fulltime-Permanent role
• 100% Remote Work + Great Work Environment
• Base Salary: Starting from $6/hr
• Employee development, Management training, coaching & upskilling
• Flexible Accruing Paid Time Off
• Company Holidays
• Birthday Time Off
• Eligible for health benefits after one (01) year of association