Quant Analytics Associate

Join the dynamic Workforce Planning organization, highlighting the chance to deliver quantitatively driven solutions and contribute to a team that supports various functions.

As a Quant Analytics Associate in the Workforce Planning team, you will be responsible for the medium (90 Day horizon) to long term (multi year monthly) volume demand and work rate planning across Consumer and Community (CCB) operations. The role is focused on statistical forecasting, data analysis and actively participating in transforming the process from Excel/R/Python to a more automated cloud product.

The role applies operational analytics and strategy tools to enhance the integrated planning process, identify enhancements to 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.

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).

Job responsibilities:

- Identify opportunities to enhance existing Monthly and Daily call volume and work rate forecasting process.
- Explore ways to improve driver-based monthly volume forecasting 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.
- Engage with team to build customizable dashboards, visualizations, data warehouses etc.

Required qualifications, capabilities, and skills:

- Applied knowledge of 3+ years’ experience in business planning and processes: significant forecasting experience, and strong modeling background required. Strong analytical, interpretive and problem-solving skills with the ability to interpret large amounts of data
- Educational Background: MS/PHD Degree in quantitative discipline such as Statistics, Economics, Applied Math, Computer Science, Data Science or Engineering
- Hands on experience delivering descriptive statistics, inference, and visualizations to communicate with partners and stakeholders.
- Quantitative Mindset: Strong operational analytic/strategy mindset to identify opportunities and solve them through data and business insights using advanced mathematical approaches. Strong analytical, interpretive, and problem-solving skills with the ability to interpret large amounts of data and its impact in both operational and financial areas.
- Data Analytics: Experience leveraging analytical and statistical tools such as time series, regression and other forecasting techniques using Python, R or SAS
- Analytical Software: Strong applied technical skills preferably in Python, or willingness to learn Python moving from SAS or R.
- Communication skills: Superior written and oral presentation / communication skills - the ability to convey complex information simply and clearly to senior leadership. Demonstrated understanding of business value drivers and aligning teams to achieve business objectives.

Preferred qualifications, capabilities, and skills:

- Experience with big-data technologies such as Hadoop, Spark, SparkML, etc. & familiarity with basic data table operations (SQL, Hive, etc.).
- Experience with Spark, Trifacta, HiveQL, Alteryx, and SAS
- Data Visualization: Experience leveraging Tableau or ClickView
- Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices.