Benjamin Hoffman Email & Phone Number

Philadelphia, PA, US

Remote

• Responsible for developing long-term forecast, capacity model and staffing headcount to ensure service level commitments while supporting organizational goals.
• Managed a team of analysts involved in short-term forecasting and scheduling.
• Facilitated monthly meetings with operational leaders and HR to reconcile staffing variances and determine future hiring.
• Partnered with finance team and senior leaders to develop yearly staffing budgets.

Philadelphia, Pennsylvania

• Created and implemented a specialized capacity model designed to quantify external mail volume based on forecasted client response rates.
• Organized weekly meetings to review staffing requirements based on forecasted attrition, workload, goal progress and organizational growth initiatives.
• Evaluated trend investigations to analyze tenure, repeat callers and shift proposals.
• Collaborated with logistics and financial analysts to determine future mail volume, capacity constraints and budget goals.

Pennington, New Jersey, United States

• Developed a multiple linear regression model to improve call volume forecast accuracy.
• Directed weekly short-term forecast meetings to review potential risk days and staffing requirements.
• Provided time off recommendations and reviewed schedule optimization.

Pennington, New Jersey, United States

• Developed 20+ KPI metrics for senior operational leadership.
• Improved processes and data collection to deliver accurate time sensitive reports.

Pennington, New Jersey, United States

Coopersburg, PA

Handled returns, money orders, western union, lottery tickets and attended to customer service complaints and issues.

Prepare for and assist in organization of special events Coordinate with other servers to provide the best attention to guest Tend to event attendees in professional and caring manner