# Description:
Position Summary:
The 24/7 Roadside Assistance Workforce Analyst \(WFA\) is responsible for developing and providing contact center staffing models and schedules, ACD administration and Key Performance Indicator \(KPI\) analysis\.The WFA is responsible for data extraction and reporting for all assigned activities to obtain optimum efficiency and economy of operations\.The WFA performs workforce planning and supports the 24/7 Systems Analyst \(SA\) as a technical liaison with the various IT and Telecommunications teams\.
Major Responsibilities:
_Workforce Management_
+ Responsible for the functions related to the implementation, configuration, and management of the Interactive Intelligence Workforce Management \(WFM\) application
+ Responsible for monitoring agent User States and implementing changes as necessary
+ Responsible for call volume, KPIs, service levels and labor requirements
+ Responsible for creating forecasts for call volumes and staffing requirements
+ Responsible for creating agent staffing schedules and facilitating the shift bid process
+ Responsible for preparing agent productivity reports for contact center management
+ Responsible for the logging of agent segments, schedule changes and managing the departmental PTO process
+ Provide WFM solutions to assist supervisors in completing their scheduling tasks, achieving assigned metrics and creating a better environment for contact center agents
+ Responsible for monitoring real\-time department metrics and making recommendations to improve performance
_ACD Administration_
+ Responsible for supporting the planning, design, implementation and administration of Contact Center ACD routing and IVR
+ Responsible for supporting the 24/7 SA as a technical liaison with the various IT and Telecommunications teams\.
+ Create and modify ACD agent and call attributes
+ Responsible for identifying trends to drive continuous improvements in IVR and ACD design and functionality, scripting, and call routing to ensure the most efficient routing of customer calls
+ Educate Contact Center Supervisors and Management on opportunities to utilize WFM technologies to drive improvements in overall customer experience
+ Ensure reporting systems integrity by utilizing appropriate test procedures
_Analysis/Reporting_
+ Administrative support of Contact Center Supervisors and Management through on\-going analysis of operational KPIs
+ Compile, analyze and interpret daily, weekly and monthly reports to identify operational areas of strength and needed improvement
+ Proactive analysis of staffing/routing trends and issues to create solutions
+ Manage reports on a daily/weekly/monthly basis as requested by contact center management
+ Perform root cause analysis of any WFM system problems, issues or failures
_Payroll_
+ Maintain eTIME system for the associates in the department
+ Work together with personnel in Compensation to ensure accurate and timely payroll process
_General_
+ Responsible for assisting the 24/7 SA in providing the initial layer of technical support for systems & desktop administration for the department
+ Responsible to support the development of training documentation for users as needed
+ Ability to train users on Work Force systems
+ Responsible for maximizing efficiencies to accomplish the most productivity with available resources
# Qualifications:
\-High School Diploma or equivalent required
\-Bachelor’s degree preferred
\-3 yrs experience working with Workforce Management
\-3 yrs experience working with telecom systems
\-3 yrs experience with contact center systems \(CRMs/Call recording platforms/desktop computers & phones/eTime/etc\)
\-Strong statistical/analytical skills to interpret data and develop reports/forecasts
\-Solid understanding of inter\-dependencies between system software and hardware, network, applications and workstations
\-Knowledge of computer operating systems and networking
\-Knowledge of MS Office suite with extensive skills in MS Access, Excel
\-Knowledge of MS Outlook
\-Experience using AS400 is a plus
\-Strong project management skills
\-Strong interpersonal skills
\-Excellent written and oral communication skills
Physical Requirements:
\- The physical 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 must regularly lift and /or move up to 25 pounds, frequently lift and/or move up to 50 pounds\.
\- Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus\.
\- While performing the duties of this Job, the associate is regularly required to stand; walk; sit and talk or hear\. The associate is frequently required to use hands to finger, handle, or feel and reach with hands and arms\.
Penske Truck Leasing Co\., L\.P\., headquartered in United State is a joint venture among Penske Corporation, Penske Automotive Group and General Electric\. A leading global transportation services provider, Penske operates more than 200,000 vehicles and serves customers from more than 1,000 locations in North America, South America, Europe and Asia\. Product lines include full\-service truck leasing, contract maintenance, commercial and consumer truck rentals, transportation and warehousing management, and supply chain management solutions\. Visit www\.GoPenske\.com to learn more about the company and its products and services\.
Penske is an Equal Opportunity Employer, including individuals with disabilities and protected veterans\.
# Primary Location:
United States\-Pennsylvania\-Reading
# Job:
Operations Management
# Req ID:
1602918