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Workforce Management Forecast Analyst
Company | Toyota North America |
Address | Plano, TX, United States |
Employment type | FULL_TIME |
Salary | |
Category | Appliances, Electrical, and Electronics Manufacturing,Motor Vehicle Manufacturing,Industrial Machinery Manufacturing |
Expires | 2023-06-07 |
Posted at | 1 year ago |
Overview
- Present findings and recommendations in a succinct and compelling manner to key stakeholders throughout the organization including Site and Senior Leadership.
- Partner cross-functionally with Operations, Business Intelligence, Strategy, Human Resources, and Training teams to discuss the weekly and monthly staffing forecasts, and business impacts.
- Maintain and analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness.
- Study department work, time off, and absence records (shrinkage) for ongoing historical trend analysis and forecasting purposes.
- Provide analysis and recommendations to improve staffing levels and efficiency while advising the Center leadership of observed trends.
- Maintain staffing and headcount records, and develop hiring plans for long- and short-range planning efforts across all workload streams (Inbound/Outbound/Chat/Email/Back-Office).
- Create custom reporting which aggregates input from multiple sources into intuitive output for productivity analysis and resource forecasting.
- Experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions.
- Expert-level Microsoft Office skills in Excel including the use of advanced formulas.
- Bachelor’s degree from an accredited institution.
- Hands-on experience with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI), and pulling data from multiple sources.
- Comprehensive understanding of current industry Workforce Management processes and best practices related to all aspects of Workforce Management deliverables.
- Experience with Automatic Call Distributor/Interactive Voice Response call routing and Avaya/Genesys/NICE CXOne Call Dashboards phone reporting.
- Experience with Workforce Database tools (i.e. TotalView/IEX, Verint, Aspect).
- Experience forecasting/advanced analytical role within a large volume, enterprise-level call center or captive finance and/or insurance provider.
- Professional growth and development programs to help advance your career, as well as tuition reimbursement.
- Comprehensive health care and wellness plans for your entire family.
- Paid holidays and paid time off.
- Flexible spending accounts.
- Vehicle purchase & lease programs.
- Flextime and virtual work options (if applicable).
- Referral services related to prenatal services, adoption, childcare, schools and more.
- Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute.
- Relocation assistance (if applicable).
- A work environment built on teamwork, flexibility, and respect.
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