Workforce Analyst

Penske • Reading, PA

1d

About The Position

Penske is seeking a results-focused individual with Workforce Management
experience in developing and providing staffing models and schedules based on
evaluation of historical and future call volume projections. The Workforce
Analyst creates appropriate schedules to maintain department service level goals
while exceeding customers’ expectations. The Workforce Team will create and
implement schedules for teams ranging up to 250 during peak periods.

Responsibilities

• Maintain forecast and call volume metrics
• Generate daily, weekly, monthly and annual forecasts. Re-forecast as necessary
• Review forecast accuracy and make proactive recommendations to minimize variances
• Prepare daily, weekly and monthly performance reports for leadership, identifying trends in operational needs.
• Recommend proper contact center staffing levels
• Track associate movement and turnover
• Manage contact center shift bud process
• Regularly optimize breaks and lunches to increase service levels
• Plan and recommend scheduling changes for department activities
• Maintain flexible schedules to cover gaps in staffing
• Process payroll, schedule changes and maintenance of timecards
• Ensure service level goals are met for all bodies of work
• Approve and deny associate vacation requests, balancing contact center service levels with associate responsibility
• Conduct work with all Workforce Management systems and sub systems to include IVR, ACD, Etime, Nice inContact system-CXone Platform and IEX.
• Other projects and tasks as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed