Posted On: 8-5-2013
Job Title: Workforce Management Forecast Analyst
Job Location: Chandler, AZ
Apply online at: www.toyotafinancial.com/careers
Toyota Financial Services
Our people are the driving force behind our success and we’re moving forward!
Join a dynamic company known for rapid growth and solid success.
To make your mark as a Workforce Management Forecast Analyst your primary responsibilities will include:
- Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies
- Validate confidence of established influences/drivers (factors determining forecasts) Leverage advanced statistical methodologies (correlation, regression, etc.)
- Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making
- Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes
- Provide analysis and recommendations to improve staffing levels and efficiency
- Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
- Study department work, vacation and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes
- Utilize Toyota Business Practices problem solving method to accurately define problems, generate alternatives and implement counter measures that permanently resolve scheduling and forecasting problems by addressing their root cause
- Respond to management requests to produce “what if” scenarios
Track and Forecast
- Create long term, interim and short term forecasts derived from understood business drivers
- Maintain and analyze records of actual volumes compared to forecast
- Maintain staffing and headcount records and develop hiring plans for long/ short range planning
- Maintain detailed records of call/skill set statistics and call arrival patterns to maximize forecasting accuracy capability, ensuring cost effective labor utilization
- Accurately track actual Customer Service Center output at the process and activity level as needed for productivity analysis and resource forecasting
Communicate
- Communicate operational recommendations directly to CSC leadership team and Centers of Excellence with regard to overall departmental capacity, recruiting efforts, and forecasted staffing challenges
- Facilitate weekly and monthly strategic forecast discussions with CSC leadership team and recommend countermeasures in response to upcoming staffing challenges (when applicable)
- Consult with department leadership to update associate and Team Leader records and plan
- Function as foundational element for scheduling team to create and distribute associate schedules
Qualifications:
Type and Amount of Experience:
- Minimum two years experience forecasting in a call center environment required with outbound or blend experience
- Minimum three years of experience in advanced trend analysis and ability interpret data to provide recommendations to drive key business decisions
- Forecasting/advanced analytical role within a large volume, enterprise-level call center or captive finance and/or insurance strongly preferred
- Ability to create and manipulate data modeling and relational database structures for Workforce Management forecasting
- Ability to work with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos) and pull data from various sources
- Strong analysis skills, understanding complex formulas, data transformations, and record keys from multiple sources
- Strong working knowledge of Microsoft Office applications and Lotus Notes preferred
- Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Access) experience required
- Excellent verbal communication and interpersonal skills. Good written communication skills
- Self-starter and independent. Team oriented and results driven
- Ability to interface with all levels of management
- Demonstrated complex problems solving skills
- Strong organizational skills and attention to detail
Education:
- B.A. /B.S. degree or equivalent related work experience.
- Math, Business Administration, Computer Science, Engineering or other related degree preferred.
Software Expertise:
- Advanced knowledge of Microsoft Office applications (Word, Excel, PowerPoint) require.
- Ability to create, manipulate and manage databases (Oracle, Access, SQL) preferred