Workforce Planning Analyst (Entry Level)

Job description

Position Summary: 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. Major Responsibilities: This role operates on a Sunday - Thursday schedule. Qualifications: - 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 staf...