Note: The job is a remote job and is open to candidates in USA. Suncoast Credit Union is a top workplace in Tampa Bay, dedicated to fostering an inclusive culture and community involvement. They are seeking a WFM Forecasting Analyst to drive operational efficiency in the contact center by developing accurate forecasts for workload and staffing needs, while providing actionable insights for performance analysis and operational planning.

Responsibilities

• Develop and maintain accurate forecasts for contact workload and staffing needs across multiple time horizons
• Analyze and document historical trends, shrinkage, and business inputs to optimize workforce planning and operational efficiency
• Collaborate with leadership to align forecasts with strategic goals and adapt to changing business needs
• Lead and support initiatives to improve Workforce Management and Member experience processes, implement best practices, and drive continuous improvement
• Prepare and communicate actionable insights by way of reports, dashboards, and scenario models to support decision-making and capacity planning
• Maintain workforce management systems and ensure timely updates to reflect operational changes
• Support business intelligence initiatives and manage analytics needs of stakeholders by delivering meaningful data interpretations and recommendations
• Communicate with stakeholders to ensure high-quality and timely completion of work requests
• Accomplish management requests to produce 'what if' scenarios as needed
• Maintain knowledge and understanding of current trends, laws, and issues affecting the area of expertise
• Attend educational events to increase professional knowledge
• Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs

Skills

• Bachelor's degree in a business or mathematics-related field (A comparable combination of work experience and training may be substituted for education requirements.)
• Minimum of 3 years of experience with Workforce Management in a contact center environment, including expertise in analytics, forecasting, staffing, scheduling, and metric analysis
• Ability and willingness to work outside of normal operating hours based on business needs
• Demonstrated knowledge and experience in Workforce Management technology
• Experience in analyzing, interpreting, and summarizing complex data as it relates to contact center technologies
• Ability to prepare and present reports accurately and within specified deadlines
• Advanced understanding of business requirements and contact center operations capabilities
• Experience presenting reports, forecasts, trends, and recommendations to the team, including senior management
• Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
• Accurate, detail-oriented, and organized with task management
• Ability to analyze and resolve difficult and often complex problems or situations

Benefits

• Bonus Program up to 12%
• 401K Matching up to 8%
• Retirement Planning
• Pay Increases based on Competency
• Employee Loan Discounts
• Flex Spending Accounts
• Medical Coverage
• Dental and Vision Coverage
• Access to 4,000+ Gyms
• Mental Health Resources
• PTO Wellness Days
• Short Term and Long Term Disability Coverage
• 11 Paid Holidays
• 3 weeks of Paid Time Off
• 4 weeks of Paid Parental Leave
• Birthday PTO
• Paid Volunteer Hours
• Degree Assistance up to $5,000 per year

Company Overview

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