Posted On: 02-09-2018
Position Title: Workforce Management Admin
Job Location: Remote or Birmingham, AL
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ProctorU is looking for a Workforce Management Admin. to develop a comprehensive scheduling plan to coordinate all activity including team meetings, supervisor coaching sessions and trainings. 

The Role:

  • Actively and consistently supports all efforts to simplify and enhance the test taker experience
  • Utilizes scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in test volume / service activity or resource availability
  • Assist in administration of Contact Center shift bids and exception time scheduling by utilizing the Workforce Management software
  • Assists in the management of Overtime and Voluntary Time Off (VTO)
  • Variable demand planning
  • Optimize break and lunch scheduling to efficiently staff Contact Centers
  • Manages benefit time accrual accounts in the Workforce Management software as well as establishing thresholds and planning for both scheduled and unscheduled absences
  • Monitors center volume and statistics to ensure adherence to Scheduling and Service Level metrics
  • Acts as a Contact Center liaison regarding Workforce Management practices and initiatives
  • Updates Contact Center Operational Leadership on staffing issues, performance measures, and call statistics
  • Provides input on forecast projections and staffing requirements
  • Perform other duties as requested by supervisor

The Need:

  • 2+ years Workforce Management scheduling and forecasting software (Kronos, Aspect, Workloud, Timeforce)
  • 2+ years Inbound Contact Center environment experience, call center experience preferred
  • 2+ years experience scheduling 300+ employees
  • 2+ years Demand Planning experience
  • Multi-channel Contact Center Management experience preferred
  • Ability to read, write, speak and understand English
  • Ability to analyze and interpret data
  • Ability to communicate orally and in writing in a clear and straightforward manner
  • Ability to communicate with all levels of management and company personnel
  • Ability to handle multiple projects and tasks
  • Ability to maintain confidentiality
  • Ability to make decisions and solve problems while working under pressure
  • Ability to prioritize and organize effectively
  • Ability to show judgment and initiative and to accomplish job duties
  • Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
  • Ability to work independently
  • Ability to work with others to resolve problems, handle requests or situations
  • Ability to use Scheduling and Workforce Management software

“Hoo” We Are. ProctorU is the leading authority for online identity and knowledge verification. We help create trust in the knowledge earned online through professional-grade proctoring and multi-factor identity verification. Our premium services are designed to dissuade cheating by combining the benefits of technology, highly-specialized training and personal presence. 4 million exams, 1,000 institutions, 129 countries

Competitive Benefits Package

  • 401k
  • Pets in the office
  • Pet insurance
  • Sick time for part time staff

Candidates can apply by visiting