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The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.

The Workforce Management Planning Analyst is responsible for performing capacity planning, forecast modeling, and intraday analysis to support strategic business goals. In this role you’ll serve as the subject matter expert for workforce management initiatives and activities across all teams.

About the Role

• Oversee the capacity planning process
• Validate that forecasts and staffing requirements are up to date
• Collaborate with other areas to forecast accurate class sizes
• Collaborate with business partners to ensure all assumptions are up to date
• Track and report on assumptions around attrition and shrinkage
• Create what if scenarios based on variations of attrition assumptions
• Analyze forecasted volume and ensure revised and locked forecast accuracy
• Lead capacity planning meetings discussing current and forecasted trends
• Serve as workforce management SME

About You

Minimum Qualifications:

• 2 years of experience in a workforce management role or equivalent role
• Proven experience in contact center industry
• Strong, polished presentation skills are essential, as the role involves regular exposure to senior leadership
• High level communication

Preferred Qualifications

• Demonstrated experience in capacity planning staffing needs and forecasting call volumes
• Experience with Workforce Management Software
• Experience working with the RKT data warehouse
• Proficiency in SQL relevant to RKT is preferred. R/Python skills are more advanced than required for this role
• Experience with the Verint Workforce Management platform is preferred

What You’ll Get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About Us

Rocket Mortgage® was founded in 1985. Today, we’re a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools and resources empower our clients to achieve their homeownership dreams. We’re known as experts in the mortgage industry, but we’re also innovators – we strive to create the best experiences for our clients from beginning to end. And we’re not your typical employer. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the Company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, The Pulse, at Careers@myrocketcareer.com.

The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.