Workforce Management Forecasting Analyst

Toyota North America • Plano, TX

19h • Onsite

About The Position

Toyota Financial Services (TFS) is seeking a passionate and highly motivated Workforce Forecast Management Analyst to join the Supplier and Workforce Management Department. This role is crucial for creating staffing forecasts in a high-volume contact center environment by analyzing historical data, business trends, and operational drivers. The analyst will support the department's objective to ensure optimal staffing levels to meet service level commitments, reporting to the Workforce Management Supervisor.

Requirements

• Experience in workforce management, forecasting and/or advanced analytical role within a large volume, enterprise-level call center environment or captive finance and/or insurance provider
• Experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions
• Excellent communication and interpersonal skills with the ability to collaborate across functions with diverse backgrounds, and a track record of influencing stakeholders at all organizational levels
• Ability to coordinate/facilitate/lead discussions, solicit feedback, ask probing questions around expected business drivers/impacts, and proactively plan for risks and business changes
• Expert-level proficiency in Microsoft Excel, including use of advanced formulas and data analysis principles; advanced proficiency in PowerPoint with the ability to create clear, executive-ready presentations

Nice To Haves

• 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
• Experience converting workload forecasts to business staffing requirements incorporating variables such as seasonality, staff shrinkage, hiring, multi-site variances, and changes in business structures or efficiencies
• Experience with Workforce Database tools (i.e. TotalView/IEX, Verint, Aspect, Calabrio).
• Experience with Automatic Call Distributor/Interactive Voice Response call routing and Avaya/Genesys/NICE CXOne Call Dashboards phone reporting
• Comprehensive understanding of current industry Workforce Management processes and best practices related to all aspects of Workforce Management deliverables

Responsibilities

• Provide analysis and recommendations to improve staffing levels and efficiency while advising the leadership of observed trends.
• Maintain staffing and headcount records, develop hiring plans for long- and short-range planning efforts across all workload streams (e.g. Inbound/Outbound/Chat/Email/Back-Office).
• Provide high-level estimates (SWAG) of initiative impacts, including benefits and headcount requirements, to support strategic planning and resource allocation.
• Track operational scorecard metrics as needed for productivity analysis and resource forecasting.
• Create custom reporting that aggregates input from multiple sources into intuitive output for productivity analysis and resource forecasting.
• Maintain and analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness.
• Deliver clear, impactful findings and recommendations tailored to stakeholders at all levels – including Senior and Executive Leadership – to inform decision-making and drive alignment.
• Ensure business operational KPI’s are consistently met and take proactive measures to address any gaps, driving continuous improvement and operational excellence.
• Collaborate cross-functionally with key stakeholders across the organization to align weekly and monthly staffing forecasts, share insights, communicate business impacts, and drive staffing strategies that support business objectives.
• Maintain a strong understanding of departmental workflows and operational drivers, time off and absence records, and other non-productive time (shrinkage) to produce accurate, context-informed forecasts.
• Conduct in-depth historical trend analysis, seasonality reviews, and performance assessments to generate accurate, data-driven forecasts.

Benefits

• A work environment built on teamwork, flexibility and respect
• Professional growth and development programs to help advance your career, as well as tuition reimbursement
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
• Paid holidays and paid time off
• Referral services related to prenatal services, adoption, childcare, schools and more
• Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level