Manager-Work Force Management

About ETS

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL®, TOEIC®, GRE® and Praxis® tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

The role of work force management analyst is to analyze data related to an organization's workforce to identify trends, forecast staffing needs, optimize scheduling, and provide insights to management to improve overall efficiency and productivity.

Responsibilities

• Provide ongoing operational analysis, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by operational KPIs.
• Identifying and partnering with the operations team to implement innovative practices and solutions.
• Develop shift schedules to meet volumes and service levels.
• Utilize specialized software tools to manage and forecast staffing levels for operations.
• Work with the operations’ leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, utilization etc.
• Work with senior management to accurately forecast volumes, analyze historical volume; project budgetary expenses, determine future costing and assist with training and new hire numbers.
• Analyse performance history to determine optimum off production activities as well as shrinkage and occupancy goals.
• Balance multiple priorities with little or no direction.
• Identify what resources are required to implement projects.
• Effectively use project plans to focus work and ensure deadlines are met.
• Monitor various tools in real time to maintain service level data, agent adherence and/or conformance to schedules.
• Update any daily schedule exception.
• Responsible for tracking employee hours in payroll system.
• Design/create various databases for staffing and analysis.
• Assist in creating schedules/scheduling scenarios utilizing best practices.
• Interact with various levels of management to provide decision support and complete various scheduling-related projects with minimal supervision.
• Responsible for daily, weekly, and monthly reports for staffing/productivity measurements, Time Utilization, Adherence/Conformance.
• Ability to work overtime as required.
• Other duties as assigned.
  
  

ETS is mission driven and action oriented

• Data analysis
• Forecasting
• Scheduling
• Strategic workforce planning
• Proficient use of workforce management software
• Excellent communication skills,
• Ability to interpret data to make informed decisions regarding workforce optimization
  
  

Education

• High school diploma or general education degree required.
• Bachelor’s degree in education, business, information technology, or related field preferred
  
  

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.

ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, they have been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders.