Posted On: 9-19-2022
Position Title: Workforce Analyst
Job Location: Reading, PA or Remote
Apply Online:
Company: Penske Corporate Rental Department

Job Description:
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 customer’s 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



-Recommend proper contact center staffing levels

-Track associate movement and turnover

-Manage contact center shift bid 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 and maintain timecards


Real-Time Queue Management

-Ensure service level goals are met for all bodies of work

-Make real-time staffing recommendations, based on queue activity



-Track and report on associate sick/tardy time, and the impact to service levels



-Approve and deny associate vacation requests, balancing contact center service levels with associate responsibility

–Monitor functionality of all Workforce Management systems and sub systems to include IVR, ACD, Etime, Nice inContact system-CXone Platform and IEX



Tue-Fri 10:00 AM – 6:00 PM Eastern, and Saturday 9:00 AM – 5:00 PM Eastern


Location: This position is open to local and full remote applicants. Those local would be required to come to Penske Corporate located at: 2675 Morgantown Road Reading, Pa 19607 in a hybrid capacity.



-Bachelor’s degree preferred

-Previous experience with Workforce Management

-Strong statistical/analytical skills to interpret data and develop reports/forecasts

-Knowledge of MS Office suite with extensive skills in MS Access, Excel

-Knowledge of MS Outlook

-Strong interpersonal skills

-Excellent written and oral communication skills

-Familiar with processing payroll timecards will be helpful

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


How to Apply:

Please use the link below to physically apply through our career site.


If you have any questions, please contact Staffing Supervisor: