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:

• 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 in Contact system-CXone Platform and IEX.

• Other projects and tasks as assigned

• This role operates on a Sunday

• Thursday schedule.

Qualifications:

• High school diploma, Bachelor’s degree in Business Administration, Finance, Data Analytics, or Human Resources preferred

• Minimum 1–3 years of experience in Workforce Management (WFM), call center operations, or data analytics.

• Expert Excel Skills with proficiency in pivot tables, VLOOKUPs, and data modeling

• Experience with platforms like NICE IEX, Salesforce, ADP a plus

• Strong analytical, problem-solving, and critical thinking skills.

• Excellent oral and written communication for presenting data-driven recommendations

• Ability to manage multiple projects simultaneously under tight deadlines.

• Detail-oriented with a focus on accuracy

• Regular, predictable, full attendance is an essential function of the job

• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Physical Requirements:

• The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.

• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Penske is an Equal Opportunity Employer: