AVP, WPO Forecasting Senior Analyst

Job Description:

Role Summary/Purpose:

We are seeking a detail-oriented and analytical forecasting analyst to join our Workforce management team. The ideal candidate will be responsible for developing accurate demand forecasts for our contact center operations (customer service, consumer bank, fraud, credit solutions, chat teams). Interaction and direct coordination with site and executive level leadership is common, as well as various ad hoc support needs. This role requires a proactive approach, strong analytical skills, and the ability to work collaboratively across multiple teams.

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Develop and maintain short-term (daily) and long-term (monthly/Op Plan) forecasts for contact center volumes.

• Analyze historical data and trends to improve forecasting accuracy, understanding impact on downstream operations SLAs

• Collaborate with various site operations, client and cross functional stakeholders to understand forecasting needs and business impacts (marketing campaigns, strategic initiative impact, account forecast changes, statement demand creation).

• Prepare and present detailed forecasting reports and insights to management and clients.

• Support broader workforce management and transformation initiatives (CCaaS, iWFM as needed).

• Own month end processes impacting all portfolio demand modeling (driver updates, Volume Waterfall loads) through Excel VBA.

• Own daily variance reporting across portfolios leveraging a combination of VBA, SAS Studio and Tableau Desktop.

• Assist with ad hoc projects and provide analytical support to cross functional areas.

• Monitor performance against forecasts and adjust models as necessary to understand broader staffing implications.

• Utilize a combination of internal and industry workforce management software and tools to enhance the forecasting process

• Continuously seek opportunities to improve forecasting techniques and leverage industry tools.

• New Client support as needed. Developing demand forecast projections in partnership with Finance proforma for new client in question.

• Communicates the demand forecast and staffing plans to stakeholders and is the primary point of contact in support of the forecast / staffing plan.

• Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

• 2+ years of experience in forecasting, planning or analytical experience in a call center environment.

• Experience with data analysis tools (e.g. Excel, SAS Studio/SQL).

• Experience with VBA

• Intermediate/advanced Microsoft Office proficiency (Excel, PowerPoint) to include ability to develop spreadsheets using complex formulas and pivot tables.

• Ability to work independently and manage multiple tasks effectively.

• Attention to detail and strong commitment to accuracy.

Desired Characteristics:

• Bachelor’s degree in Business, Statistics, Mathematics, Economics or a related field.

• Experience with project management and providing ad hoc support is a plus.

• Strong Analytical Skills

• BI Tool (Tableau/PowerBI) experience developing, managing and updating dashboards

• Knowledge of workforce management software, contact center industry, and credit card / financial services preferred.

• Should be effective at managing priorities. Must possess excellent verbal / written communication skills, interpersonal skills, and presentation skills.

• Excellent communication and presentation skills.

Grade/Level: 10

The salary range for this position is 75,000.00 - 130,000.00<