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of 2009 and is a national credit repair company who is passionate about helping clients remove negative inaccurate, outdated, and erroneous items from their credit.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