Workforce Management Senior Forecasting Analyst

About the role

You will be responsible for delivering forecasting and analytics to support workforce management across customer care, collections, fraud, and other operational areas. The role works closely with stakeholders to understand business drivers and support accurate demand forecasts and staffing plans. The position uses data analysis to support decision-making and improve forecasting methods and processes. The role also supports the balance between customer experience, operational efficiency, and cost outcomes across multiple lines of business.

Responsibilities

• Management of staff optimisation levels, forecasting and scheduling resources by analysing data, business volume and trends to support the workforce allocation process
• Collaboration with teams across the bank to align and integrate workforce management processes and governance
• Development and implementation of workforce management strategies, processes and controls to mitigate risks and maintain efficient banking operations
• Identification of areas for improvement and providing recommendations for change in workforce management processes and provide feedback and coaching for colleagues on these highlighted areas
• Identification of industry trends and developments to implement best practice in workforce management Services
• Participation in projects and initiatives to improve workforce management efficiency and effectiveness
• Development and management of staffing schedules to optimise staffing levels to meet business needs
• Management of the operational readiness plans, supporting the business with meeting desired customer outcomes

Requirements

• Experience using data analysis and problem-solving skills to support business decision-making and forecasting activities
• Familiarity working with large datasets, including coding knowledge such as Python or similar tools, along with proficiency in MS Office
• Ability to manage stakeholder relationships and communicate insights effectively across business functions

Qualifications

• Knowledge of Workforce Management forecasting and analytics within an operational environment
• Familiarity with advanced forecasting methods and time series modelling techniques
• Understanding of contact center data environments, including AWS or similar platforms

Pay

For Henderson, NV: Minimum Salary $90,000 - Maximum Salary $130,000. The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

This role is located in Wilmington, DE and Henderson, NV.