Discover Financial Services
Job Description Workforce Management provides enterprise service forecasting and resources planning. This role specifically is responsible for providing customized and advanced analytical and modeling support to enterprise wide business areas to drive better forecasting performance and operation efficiency. Responsibilities \u2013 Maintain and support monthly and operational forecasting models to support the key operational processes for the enterprise Workforce Management department. \u2013 Conduct customized analysis to assess call arrival pattern and call volume impact from various new initiatives including Marketing campaigns, risk, authorization and fraud strategies and system changes, and develop new methodology to enhance forecasting accuracy. \u2013 Process task assignments and produce analytic output of high quality and reliability \u2013 Support improvements across the full Workforce Management service capability of having the right agents at the right time to address customers\u2019 needs. \u2013 Design and conduct ad-hoc analysis and develop advanced statistical models to identify root causes related to customer experience, operational risks and efficiency, evaluate business impacts and identify optimization opportunities. \u2013 Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and processes. Skills Requirements \u2013 A Master\u2019s degree in Operations Research, Industrial Engineering, Mathematics, Statistics, Economics, Business Administration, or other quantitative analysis degree is a must. \u2013 3 years of professional experience with strong background in data and financial analysis and statistical modeling. \u2013 Knowledge and experience with operation centers, workforce management, consumer behavior analytics a plus. \u2013 Experience with advanced statistical techniques (e.g. time series, logistic regression, decision trees etc) preferred. \u2013 Demonstrate a high level of inquisitiveness, initiative and critical thinking to formulate business issues into analytical problems and devise actionable solutions is required for success in this role. \u2013 Strong SAS, SQL & Excel skills are required. \u2013 Ability to work with minimum supervision, present results clearly and precisely to management and business partners.
Discover Financial Services
Website : https://www.discover.com
When we introduced the first cash rewards credit card in 1986, we committed ourselves to meeting the needs of our cardmembers with the best possible customer service - and we still stand by that commitment today. We're building our company by listening to consumers and developing products and programs that help them get the most for their money. Beyond credit cards, our banking and payments businesses offer rewarding products backed by that same commitment to high-quality service that we have had from the start.