Workforce Management Associate
Workforce Management Associate
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Job Description
Are you interested in working with a leading education technology player the global leader in the assessment and certification of professional skills industry with presence in more than 200 countries worldwide If so this is the chance to apply now!
PeopleCert is looking for a Workforce Management Associate who will monitor realtime and historical reports to identify gaps and trends ensuring the accuracy of data for highstakes exams. Youll communicate trends and improvements to business leaders aiding in capacity forecasting and planning and addressing operational outages.
As a Workforce Management Associate your tasks will include the following:
- Monitor realtime and historical reports and identify gaps.
- Monitor volumes and discern trends.
- Coordinate real time management and assist in its effective implementation across the operations division.
- Communicate to business leaders the trends gaps and improvements and assist them to achieve business objectives.
- Identify analyze special events and help with forecast capacity and planning.
- Help to overcome outages and special circumstances that interfere with operations continuity and meet adherence to schedules.
- Review the current processes of scheduling and staffing and uncover the potential opportunities for improved efficiency that includes schedule rotation operation hours and staffing of agents for each individual department.
- Provide feedback to WFM Team Leader for forecast accuracy and scheduling needs.
- Follow and apply Regulations regarding personal and performance data confidentiality and security.
- Be positive and proactive and have a desire for applying continuous improvement processes.
- Ensure that the entries are accurate and consistent.
- Regularly check shift inconsistencies and implement shift change requests.
What we look for:
- Bachelors degree in Computer Science Statistics Maths or a related field
- Minimum 3 years experience in Workforce Management
- Excellent command of the English language (nativelike or C2 level certification desired LanguageCert C2 LTE or C2 IESOL certificate would be a plus). Additional languages will be taken into consideration
- Advanced computer literacy is required. ECDL Advanced level certification is desirable.
- Indepth understanding of office daily operations proven experience in the field desired
- Experience in leading training sessions and technical experience to coordinate the implementation of training schedules outlines and plans will be taken into consideration
- Excellent people and management skills to interact with colleagues crossfunctional
- Very good written communication skills
- Analytical thinking and decisionmaking skills
- Prioritization and project management skills and ability to handle multiple projects and activities simultaneously
- Well organized selfdriven flexible and able to work in a highvolume fastpaced and deadlinedriven environment
What we offer:
- Competitive remuneration package
- Work in an international dynamic and fun atmosphere
- Two free vouchers for all certifications from PeopleCerts Portfolio per year for all employees
- Huge learning experience in using best practices and global environment
- Constant personal and professional development
About PeopleCert
PeopleCert is a global leader in assessment and certification of professional skills partnering with multinational organizations and government bodies for the development & delivery of standardized exams. Delivering exams across 200 countries and in 25 languages over its stateoftheart assessment technology PeopleCert enables professionals to boost their careers and realize their life ambitions.
Quality Innovation Passion Integrity are the core values which guide everything we do.
Our offices in UK Greece and Cyprus boast a culture of diversity where everyone is different yet everyone fits in. All of us at PeopleCert are committed to the reflection of the diversity and inclusion of our customers and the communities in which we do business.
Working on Home Office (HO) Secure English Language Tests (SELTs)
Any person who is engaged by PeopleCert to work on the SELT service must undergo a Background Check (the results of which must be acceptable to PeopleCert and the HO) prior to commencing their SELT duties. All SELT personnel will be required to complete a declaration (provided by PeopleCert) where the existence of any criminal record and/or bankruptcy must be declared.
If working on the SELT service in the UK background checks will include:
- A basic or enhanced Disclosure Barring Service (DBS) check
- Right to Work in the UK check (including nationality identity and place of residence)
- HO security check (Baseline Personnel Security Standard (BPSS) or Counter Check (CTC)
- Financial background check
- Employment reference check
- If working on the SELT service anywhere in the world (outside of the UK) personnel will undergo background checks that are equivalent to those stated for the UK
In addition if personnel are required to speak to SELT candidates they must be appropriately skilled in English language and where SELT services are provided anywhere in the world (outside of the UK) the official language of the relevant country.
All applications will be treated with strict confidentiality.
Required Experience:
IC
Employment Type
Full-Time
