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Workforce Management Scheduling & Forecasting Analyst

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

What's the role?

The Workforce Optimization Scheduling & Forecasting Analyst is accountable for creating accurate operational forecasts for volumes, average handle time, and shrinkage based on historical patterns and predictive analytics utilizing multiple forecasting techniques. This individual is responsible to collect, validate and complete analysis on operational data to identify trends impacting operational performance and then develop shift plans to accomplish enterprise goals.  Use statistical analysis to optimize staff levels at the interval level with the goal of balancing service levels and productivity.

  • Accountable for developing timely and accurate operational forecasts by collecting, validating, and analyzing operational data utilizing forecasting methodology and tools.
  • Create scenarios and presents comprehensive recommendations for strategic staffing solutions to ensure the operation has workforce in the right place and the right time.
  • Identify and communicate areas for continual improvement of service levels across the operation, recommending and initiating improvements necessary to attain expected targets.
  • Uses best-fit process to not only develop shift recommendations but event calendar and then schedules reoccurring events.
  • Review and analyze results and report on deviations from forecasts for data validation and root cause analysis.
  • Reviews and identifies trends or patterns of practices/activities that impact operational service level results.
  • Measure and provide hindsight analysis for forecast accuracy and scheduling efficiency used for operational planning.
  • Establish a regular cadence with business leaders to share insights/recommendations regarding volumes, average handle time, shrinkage, and shift plans.
  • Consults with business leaders to provide analysis and recommendations for exceptions, vacation requests, shifts and other activities that impact staffing plans.
  • Participate in assigned projects where intermediate level staffing analysis is required.  Develops project deliverables for various enterprise scopes.
  • Project Management Support within Workforce Management.
  • Identifies, recommends and may lead process improvement initiatives.
  • Additional duties and responsibilities as assigned.

Bring your best! What this role needs:

  • Bachelor's degree in business, accounting, finance, statistics or economics, or an equivalent combination of education and work experience.
  • Minimum of 3-5 years WFM experience in forecasting, scheduling, and/or real-time command center.
  • Understanding of forecasting and value-maximization techniques
  • Advanced experience with WFM Software(s), preferably Aspect
  • Strong understanding of Automatic Call Distribution (ACD) and/or Back-Office Work Routing platforms
  • Advanced Excel skills and experience in formulas, arrays, table formatting, conditional formatting, graphs, and pivot table reporting.
  • Must have a high degree of personal initiative and self-motivation.
  • Ability to be responsive to changing business needs, manage and prioritize concurrent assignments, and handle ambiguity.
  • Strong verbal and written skills with demonstrated ability to communicate complex and technical concepts in general terms to broad audiences.
  • Strong analytical abilities in decision making and problem solving.

Preferred Qualifications

  • Reporting, SQL, Database, etc. desired.
  • Advanced in Scheduling techniques
  • Knowledge of Machine Learning Technology such as R &/or Python

Benefits:

  • Competitive base pay
  • 401K
  • Pension plan
  • Educational assistance
  • Performance based incentive pay
  • Medical, dental and vision insurance
  • Parental leave
  • Caregiver time off
  • ….and more

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

We will offer reasonable accommodations

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This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now! 

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.