Supervisor – Workforce Internal Support

About Company:

Achieve Test Prep’s mission is to make higher education more accessible and affordable for working adults. Achieve offers live, online instruction, 1-on-1 tutoring and mentoring, and flexible course schedules that empower non-traditional college students to test out of college credits and earn higher level professional licenses.

Role Overview:

We are seeking a highly analytical and detail-oriented Supervisor – Workforce Internal Support to oversee workforce management, service levels, and internal processes. This role requires strong Excel proficiency, KPI tracking experience, and critical thinking skills to manage real-time workforce adjustments and ensure smooth operations. The ideal candidate will also supervise a small team within the Internal Resource Group (IRG), ensuring all tasks meet department deadlines efficiently.

Key Responsibilities:

• Workforce Management & Service Levels:

  • Monitor real-time staffing, adherence, and service levels to ensure coverage aligns with business needs.

• Adjust schedules dynamically to optimize efficiency and productivity.

• Identify and resolve workforce gaps or inefficiencies.

• KPI & Data Analysis:

  • Track and analyze key performance indicators (KPIs) to measure team and department success.

  • Provide performance reports and actionable insights to leadership.

  • Use advanced Excel skills (pivot tables, macros, data visualization, etc.) to compile, analyze, and present workforce data.

• Team Supervision & Process Oversight:

  • Lead and support a small team within the Internal Resource Group (IRG), ensuring timely task completion.

  • Set clear expectations and guide team members toward meeting department deadlines.

  • Develop and refine workflows to improve efficiency and accuracy.

Required Qualifications:

• Workforce management experience in a supervisory or coordinator role.

• Expert-level Excel skills (formulas, pivot tables, VLOOKUP, data visualization, automation).

• Strong analytical and critical thinking skills with the ability to identify trends and make data-driven decisions.

• Experience tracking and optimizing KPIs to improve operational efficiency.

• Ability to supervise a small team, delegate tasks effectively, and ensure deadlines are met.

• Strong communication and problem-solving abilities.

Preferred Qualifications:

• Background in workforce planning, operations management, or a similar role.

• Experience working with workforce management tools and reporting dashboards.

• Knowledge of customer service or call center environments is a plus.

Job Details:

Type: Full-Time
Schedule: Flexible schedule from 11am to 8pm EST
Remote: 100% Online