Analyst-Data Analytics

Description:

• The Forecasting Team – within Global Capacity and Contact Management (GCCM) has one main objective – the accurate prediction of daily call volumes and average handle times, which allows Capacity Staffing and Scheduling to deliver against customer, shareholder and employee goals.
  
• Our Team is responsible for providing end-to-end demand forecasts across all customer service networks in the US and around the World.  We are also responsible for monitoring channels of contact trends and providing deep-dive analytics to support configuration and customer satisfaction enhancement decisions.
  
• The Data Analyst position on the Forecasting Team will specifically play a key role in developing Short-Term and Long-Term forecasts for major products in the US market.
  

Job Responsibilities:

• Develop Short-Term and Long-Term forecasts for major card products call volume in the US market
  
• Leverage complex data sources to extract meaningful insights. Conduct strategic analyses to inform business decisions and actionable recommendations
  
• Develop and automate reports/dashboards to inform partners and senior leaders
  
• Manage ad-hoc projects and partner closely with Finance and Reengineering to identify opportunity areas and deliver analytical solutions
  

Minimum Qualifications:

• Rigorous analytics/econometrics to effectively solve complex business problems
  
• Ability to build strong relationships in a cross-functional environment, interacting with and influencing partners in Capacity Planning, Finance, Scheduling and Real Time Optimization
  
• Strong programming/analytics skills are required (SQL, PYTHON etc.)
  
• Working experience in reporting (i.e. data visualization)
  
• Strong written and verbal communication skills
  
• Experience working with large datasets; knowledge of Hive, SQL, or other programming language preferred.
  
• Experience working with machine learning algorithms to develop best in class predictive modeling (including neural networks) preferred
  

Preferred Qualifications:

• Advanced degree in Statistics, Economics, Applied Economics, or Business Analytics.
  
• Master’s degree preferred.

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities