Remote Workforce Management Analyst
October 19
Description
•Join The Credit Pros for a 100% FULL-TIME REMOTE OPPORTUNITY: •Unlock Your Potential in the Thriving Credit Repair Industry! •Are you ready to take your career to new heights? At The Credit Pros, we believe that unique perspectives drive innovation and success. We're seeking talented individuals who are passionate, eager to learn, and thrive on fresh challenges. If you're ready to join a team that works hard and plays hard, look no further – you're destined to be a future TCP employee. •About Us: •The Credit Pros is a national leader in credit repair, dedicated to helping clients eliminate negative, inaccurate, outdated, and erroneous items from their credit reports. Our mission extends beyond repair – we educate clients on how the credit system works and empower them to proactively improve their financial well-being. As an Inc. 5000 company, we're at the forefront of industry growth, committed to building an exceptional organization that positively impacts the lives of both our clients and employees. Our dedication to excellence has earned us recognition as one of Inc. Magazine's top 50 places to work and a prestigious Smart CEO Magazine Corporate Culture Award. •Summary: •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. This role will work closely with other team members to analyze, optimize, and implement workforce management strategies, policies, and systems to drive productivity, cost-effectiveness, and compliance.
Requirements
•What you’ll be doing: •1. Workforce Planning and Forecasting: •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. •2. Scheduling and Optimization: •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 •3. Time and Attendance Management: •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. •4. Performance Management and Reporting: •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 •What we are looking for: •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
Benefits
•What’s in it for you: •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 •Join Our Team: •At The Credit Pros, we foster an inclusive environment that welcomes applicants from all backgrounds, regardless of race, gender, orientation, gender identity or expression, economic class, color, ability, disability, age, religious beliefs or disbeliefs, or status. We believe that everyone deserves equal opportunities to grow and succeed.
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