Per Diem Forecasting Analyst Jobs (NOW HIRING)

Compensation: $51,000-$65,000 based on experience and credentials

Location Type: Remote (in Florida) 

Position Type: Full Time

Hours of Operation: Monday through Friday 8:00am - 5:00pm or 9:00am - 6:00pm

The WFM Forecaster plays a key role in driving operational efficiency and delivering an exceptional member experience by supporting the contact center operations team. This position is responsible for developing and maintaining accurate forecasts for workload and staffing needs across multiple time horizons, leveraging historical trends and business inputs to optimize resource allocation. Additionally, the Forecaster provides meaningful data interpretations and actionable guidance to inform performance impact analysis and operational planning.

• Develop and maintain accurate forecasts for contact workload and staffing needs across multiple time horizons
• Analyze and document historical trends, shrinkage, and business inputs to optimize workforce planning and operational efficiency
• Collaborate with leadership to align forecasts with strategic goals and adapt to changing business needs
• Lead and support initiatives to improve Workforce Management and Member experience processes, implement best practices, and drive continuous improvement
• Prepare and communicate actionable insights by way of reports, dashboards, and scenario models to support decision-making and capacity planning
• Maintain workforce management systems and ensure timely updates to reflect operational changes
• Support business intelligence initiatives and manage analytics needs of stakeholders by delivering meaningful data interpretations and recommendations
• Communicate with stakeholders to ensure high-quality and timely completion of work requests
• Accomplish management requests to produce "what if" scenarios as needed
• Maintain knowledge and understanding of current trends, laws, and issues affecting the area of expertise
• Attend educational events to increase professional knowledge
• Complete annual compliance and info security training to understand employees' role in maintaining effective compliance and security programs

• Bachelor'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 analysis
• Ability and willingness to work outside of normal operating hours based on business needs
• Demonstrated knowledge and experience in Workforce Management technology
• Experience in analyzing, interpreting, and summarizing complex data as it relates to contact center technologies
• Ability to prepare and present reports accurately and within specified deadlines
• Advanced understanding of business requirements and contact center operations capabilities
• Experience presenting reports, forecasts, trends, and recommendations to the team, including senior management
• Ability to prioritize tasks by effectively managing competing and changing priorities to meet deadlines
• Accurate, detail-oriented, and organized with task management
• Ability to analyze and resolve difficult and often complex problems or situations

Benefits

• Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement: Paid Volunteer Hours
• Growth: Degree Assistance up to $5,000 per year

For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits

Company Overview 

Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. For more information, please visit our careers site at https://careers.suncoastcreditunion.com/