Posted On: 8-5-2013
Job Title: Workforce Management Forecast Analyst
Job Location: Chandler, AZ
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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 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


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


  • 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