Workforce Process Admin

About The Credit Pros: 

The Credit Pros was founded in February of 2009 and is a national credit repair company who is passionate about helping clients remove negative inaccurate, outdated, and erroneous items from their credit. The Credit Pros educates clients on how the credit system works and what proactive measures are needed to improve their credit. The Credit Pros is an Inc. 5000 growing company, we are driven to building an awesome company that improves the lives of our clients and our employees. We have been honored by Inc. Magazine as one of the 50 best places to work; and are also a SmartCEO Magazine Corporate Culture Award winner. 

We are looking to have a Workforce Process Administrator join our team! The Workforce Process Admin is 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. 

Key Responsibilities: 

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 

Requirements

Qualifications:

• At least 1-2 yrs experience as an Administrator/Admin Assistant for an American company.
• Excellent communication (written & verbal English), organizational and interpersonal skills.
• Able to work well under pressure and within short time constraints.
• Able to deal with ambiguity, make independent decisions, be proactive and drive tasks to closure.
• Ability to prioritize work and complete projects on time, demonstrate drive and initiative, maintain.
• confidentiality of information
• Ability to pay close attention to detail and react with appropriate urgency to situations and events
• Proficiency with Microsoft 365 & productivity software including Word, Outlook, and Excel
• Can work with little supervision, makes sure things get done.
• Experience working from home
• Experience working with Sales Department is a MUST!
• Experience managing a team is a PLUS

Tech Requirements:

• Dedicated work space at home and equipment with the following specifications:
• USB-Type headset and functional webcam
• Windows 10 Home or Pro Activated PC w/ Anti-Virus Software
• PC Processor: Intel i5 / i7 / i9 (2.5GHz & up) *Must be 8th generation & up /or/ AMD Ryzen 5 / Ryzen 7 / Ryzen 9 (2.5GHz & up) *Must be 3600 & Higher
• PC Memory: 8GB & up • Hard Drive: 500GB & up
• Hard Wire/Ethernet Connection (Wireless internet connection is prohibited)
• Screen: Laptop - 15.6'' & up / Desktop - 20'' & up (The use of two screen is recommended but not required)
• Minimum Internet speed required: 15 Mbps upload/15 Mbps download (If internet speed is more than
• 15mbps - DL and
• UP speed must be at least symmetrical)

Benefits

Why This Job is Awesome:

We value work-life balance and understand the importance of well-being. That's why we offer the following benefits:

• Flexible Accruing Paid Time Off
• Company Holidays
• Birthday Time Off