Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a Workforce Operations Analyst to work onsite at our San Antonio, Texas service center. The primary purpose of this job is to optimize schedules and service levels through real-time intraday monitoring and forecasting for efficient staffing to meet the business KPI metrics across the supported areas within the organization. The WFMO Analyst collaborates with each business unit management team on scheduling and training, monitors real-time call statistics and assists with analysis and ad-hoc reporting. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties, and the position will perform other duties as assigned. + Analyze call trends and volume by functional workgroup to determine the volume spikes and adjust schedules within workforce management tool. + Forecast call volume, shrinkage, headcount requirements and average handle time while striving for optimum service level. + Monitor intraday performance, notifying managers as problems arise in order to optimize service level. + Maintain and input schedule exception information. + Review and approve time off requests. + Review and load schedule changes, including adding/reducing work hours and activities. + Work with business units and adjust call center scheduling, staffing to meet both intraday and future needs. + Monitor staff adherence to work schedules and provide adherence reports to business unit leadership. + Provide daily volume and productivity reports. + Work in a consultative and analytical fashion providing input to call center leadership on staffing models, forecasts, and communications. + Compare call forecasts with actual results to examine variances, proactively identify scheduling gaps and offering solutions to resolve the gap. Qualifications An equivalent combination of education and experience is considered. + Bachelor’s degree in business or a related field is preferred. + Minimum of three (3) years of experience with workforce management in a contact center environment. + Demonstrated data analysis skills and ability to understand business impact. + Advanced experience in Microsoft Office including Word and Excel is required. + Experience in or strong willingness to learn database query/management (i.e. Sequel) is a plus. + Experience in the development of deliverables and reports and ability to condense technical subject matter into clear and effective communications. Supervisory Responsibility This position will not supervise employees. Licenses and Certifications There are no additional certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel The ability to travel to various worksites and be on-call may be required. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment OpportunityPenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.