Overview
The Real-Time Analyst in the Workforce Management team at PennyMac is an operations analyst who will support the daily staffing activities and SLA achievement at the company's customer contact centers. The end goal is to ensure PennyMac customers are able to quickly reach our team members to have their needs met.
Overview:
This role is a mix of planning, analysis and execution responsibilities. The Analyst will be primarily responsible for overseeing everyday execution at our call centers including monitoring/reporting site staffing levels, agent activities, real time issues and health of front line application systems.
The analyst will support the up-front workforce planning process and later help coordinate daily delivery of planned staffing to meet customer touchpoints. Further, the analyst will take ownership of new/ongoing issues, bring stakeholder awareness and help get the right teams engaged for resolution.
The analyst must be proficient in data analysis as he/she will need to study operational metrics to root cause performance issues/results and then regularly provide clear and concise reporting / updates / analysis on operational status, trends, and issues to management and relevant stakeholders.
Job Description

• Provision and deploy detailed staffing schedules to call center teams
• Adjust employee skilling / shifts to ensure the right team members are staffed at the right times
• Monitor real-time adherence / conformance of call center teams to staffing schedules
• Administer contingency action plans when there are issues and performance impacts
• Track exception requests, update schedules and respond to escalated issues / ad-hoc requests
• Assist in evaluating and processing planned / unplanned scheduling requests, including but not limited to PTO, tardiness, schedule changes, new hire and employee terminations, agent skilling, team meetings, training and coaching sessions, overtime, and other company meetings
• Provide leadership teams with timely, accurate information on intraday performance & impacts.
• Foster collaborative working relationships with cross-functional teams including site management, business teams, training, IT etc.
• Perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Ideal Candidate will have the following:

• Knowledge of call center management and related calculations
• Experience with forecasting / scheduling software (Verint preferred)
• Must be proficient in MS Excel, and have a solid background in all MS Office products.
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail.
• Able to work in a staggered shift to meet needs of call centers in different US time zones
• Ability to work independently with minimal supervision.
• Strong problem solving, organizational skills

Additional Qualifications:
The candidate selected will be a creative, out-of-the-box thinker who is intellectually curious with a demonstrated interest in driving improvement. This person will be a self-motivated, high-energy individual who can easily function in a high demand, performance-driven environment. He/she must be accustomed to working on multiple tasks in parallel and committed to meeting deadlines, including some with short time frames.