Workforce Management Planning Analyst

Rocket Companies • Detroit, MI

436d

About The Position

The Workforce Management Planning Analyst at the Rock Family of Companies is responsible for capacity planning, forecast modeling, and intraday analysis to support strategic business goals. This role serves as the subject matter expert for workforce management initiatives across all teams, ensuring accurate forecasting and staffing requirements to optimize operational efficiency.

Requirements

• 2 years of experience in a workforce management role or equivalent role
• Proven experience in contact center industry
• Strong, polished presentation skills are essential, as the role involves regular exposure to senior leadership
• High level communication

Nice To Haves

• Demonstrated experience in capacity planning staffing needs and forecasting call volumes
• Experience with Workforce Management Software
• Experience working with the RKT data warehouse
• Proficiency in SQL relevant to RKT is preferred
• R/Python skills are more advanced than required for this role
• Experience with the Verint Workforce Management platform is preferred

Responsibilities

• Oversee the capacity planning process
• Validate that forecasts and staffing requirements are up to date
• Collaborate with other areas to forecast accurate class sizes
• Collaborate with business partners to ensure all assumptions are up to date
• Track and report on assumptions around attrition and shrinkage
• Create what if scenarios based on variations of attrition assumptions
• Analyze forecasted volume and ensure revised and locked forecast accuracy
• Lead capacity planning meetings discussing current and forecasted trends
• Serve as workforce management SME

Benefits

• Health benefits for team members and their families
• Support for individual well-being
• Career growth opportunities
• Inclusive workplace culture
• Access to a variety of home loan options and resources

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed
• Number of Employees: 51-100 employees