Location: Wilmington, DE, United States

Join the dynamic Workforce Planning organization, highlighting the chance to deliver quantitatively driven solutions and contribute to a team that supports various functions. The Workforce Planning (WFP) organization it is a part of Consumer and Community (CCB) Operations division. The Workforce Planning (WFP) Data Science organization is tasked with delivering quantitatively driven solutions to support the core WFP functions (demand forecasting, capacity planning, resource scheduling, and business analysis & support). 

As a Quant Analytics Associate - Time Series Demand Forecasting Advisor in Workforce Planning, you will be responsible for forecasting contact center demand at the daily and monthly time interval out to several years to assist with resource planning across CCB operations. The role is focused on time-series forecasting, inferential statistics, data analysis and consulting with stakeholders to understand and explain our dynamic business.

The role applies operational analytics and strategy tools to enhance the integrated planning process, identify enhancements to the overall the forecasting process while supporting the development of analytical tools. The goal is to provide business insights needed in ensuring that forecasts are appropriately planned and in line with expectations so that our contact center network is optimally staffed, service goals are being met, and budgets are appropriately planned.

Job responsibilities:

• Identify opportunities to enhance existing call volume and productivity forecasting process.
• Monitor, Evaluate, and Improve Forecast Accuracy: Regularly assess the accuracy of forecasts by comparing them with actual outcomes, implement improvements based on findings, and use common sense approaches to explain changes and reasons for error.
• Possess strong interpersonal skills for partnering with various levels of the organization and influencing results.
• Provide analytical leadership to cross-functional team structure that prepares detailed integrated forecasts across multiple lines of business, and segments.
• Take complex results and communicating them in an easily understood way, focusing on how specific results fit into the bigger picture.
• Explore opportunities for creating frameworks for automation using Python.
• Stay informed on Industry Trends: Keep abreast of industry trends, emerging technologies, and best practices in forecasting to ensure the organization remains competitive and innovative in its approach.

Required qualifications, capabilities, and skills:

• Applied knowledge of 3+ years’ experience in business planning and processes:  significant forecasting experience, and strong modeling background   
• Strong analytical, interpretive, and problem-solving skills with the ability to interpret large amounts of data.
• MS/PhD Degree in quantitative discipline such as Statistics, Economics, Applied Math, Computer Science, Data Science or Engineering