[Remote] WFM Forecasting Analyst

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.ResponsibilitiesDevelop and maintain accurate forecasts for contact workload and staffing needs across multiple time horizonsAnalyze and document historical trends, shrinkage, and business inputs to optimize workforce planning and operational efficiencyCollaborate with leadership to align forecasts with strategic goals and adapt to changing business needsLead and support initiatives to improve Workforce Management and Member experience processes, implement best practices, and drive continuous improvementPrepare and communicate actionable insights by way of reports, dashboards, and scenario models to support decision-making and capacity planningMaintain workforce management systems and ensure timely updates to reflect operational changesSupport business intelligence initiatives and manage analytics needs of stakeholders by delivering meaningful data interpretations and recommendationsCommunicate with stakeholders to ensure high-quality and timely completion of work requestsAccomplish management requests to produce 'what if' scenarios as neededMaintain knowledge and understanding of current trends, laws, and issues affecting the area of expertiseAttend educational events to increase professional knowledgeComplete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programsSkillsBachelor'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 analysisAbility and willingness to work outside of normal operating hours based on business needsDemonstrated knowledge and experience in Workforce Management technologyExperience in analyzing, interpreting, and summarizing complex data as it relates to contact center technologiesAbility to prepare and present reports accurately and within specified deadlinesAdvanced understanding of business requirements and contact center operations capabilitiesExperience presenting reports, forecasts, trends, and recommendations to the team, including senior managementAbility to prioritize tasks by effectively managing competing and changing priorities to meet deadlinesAccurate, detail-oriented, and organized with task managementAbility to analyze and resolve difficult and often complex problems or situationsBenefitsBonus Program up to 12%401K Matching up to 8%Retirement PlanningPay Increases based on CompetencyEmployee Loan DiscountsFlex Spending AccountsMedical CoverageDental and Vision CoverageAccess to 4,000+ GymsMental Health ResourcesPTO Wellness DaysShort Term and Long Term Disability Coverage11 Paid Holidays3 weeks of Paid Time Off4 weeks of Paid Parental LeaveBirthday PTOPaid Volunteer HoursDegree Assistance up to $5,000 per yearCompany OverviewSuncoast Credit Union is a is a credit union located in Tampa. It was founded in 1934, and is headquartered in Tampa, Florida, USA, with a workforce of 1001-5000 employees. Its website is http://suncoastcreditunion.com/.Company H1B SponsorshipSuncoast Credit Union has a track record of offering H1B sponsorships, with 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.