The Credit Pros is hiring a Remote Workforce Management Analyst to ensure efficient workforce management processes that support our Sales Department operations. You will analyze, optimize, and implement strategies, policies, and systems to drive productivity, cost-effectiveness, and compliance.
What You'll Do
- Analyze historical data, business trends, and operational requirements to forecast workforce needs.
- Develop and maintain workforce planning models and forecasting tools for efficient resource allocation.
- Collaborate with department heads to align staffing levels with departmental demands.
- Design and implement effective scheduling processes and systems to ensure optimal coverage.
- Develop and maintain scheduling rules, policies, and procedures to support business operations and compliance.
- Analyze and optimize schedules to minimize overtime and employee fatigue while maintaining service levels.
- Support sales training via live monitoring to provide feedback on lead sources and scripting.
- Oversee the implementation and maintenance of time and attendance systems and processes.
- Monitor time and attendance data to identify trends, issues, and opportunities for improvement.
- Ensure agents’ productivity and occupancy by monitoring their system status.
- Analyze workforce data to identify areas for improvement and implement corrective actions.
- Provide insights and recommendations to management on workforce optimization.
- Create Call Volume reports to keep the team informed of shortages or upticks.
What We're Looking For
- At least 1-2 years of experience as a Workforce Planning and Administration professional in a Sales or Customer Services based American company.
- Remote full-time availability for a 5-day work week, with a 9-hour shift Monday-Friday in Eastern Time (09:00 AM to 09:00 PM ET).
- Ability to Bring Your Own Device (a computer matching our requirements).
- Excellent communication (written & verbal English), organizational, and interpersonal skills.
- Able to work independently with short deadlines, proactively in an ambiguous environment while maintaining confidentiality.
- Proficiency with Microsoft 365 & productivity software including Word, Outlook, and Excel.
- Experience working from home.
Nice to Have
- Experience managing a team.
Technical Stack
- Microsoft 365
- Word
- Outlook
- Excel
Team & Environment
You will work closely with other team members to support Sales Department operations.
Benefits & Compensation
- Fulltime-Permanent role
- 100% Remote Work + Great Work Environment
- 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
- Compensation starting from $6/hour
Work Mode
This is a global, fully remote position.
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.
