Workforce Management Analyst

Summary

Join The Credit Pros as a Workforce Management Analyst in a 100% remote, full-time role. You will be responsible for ensuring efficient workforce management processes and procedures for the Sales Department. This involves workforce planning and forecasting, scheduling and optimization, time and attendance management, and performance management and reporting. The ideal candidate will have 1-2 years of experience in workforce planning and administration in a sales or customer service environment, excellent communication skills, proficiency in Microsoft 365, and experience working remotely. The company offers a competitive base salary, employee development opportunities, flexible paid time off, company holidays, birthday time off, and eligibility for health benefits after one year.

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

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

Preferred Qualifications

Experience managing a team is a PLUS

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