Consumer Services Resource Planning and Forecast Manager

At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle, Paze, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Summary

The Resource Planning and Forecasting Manager supports multiple functions within the Consumer Services organization in support of resource planning and forecasting activities, including conducting unit cost analysis, examining operational logistics, determining resource needs, and interacting with vendors and suppliers. This position works directly with the CS operational management team to develop, maintain, and publish Capacity Plan reports.

Essential Functions

• Conduct comprehensive cost analysis to aid in strategic decision-making processes.

• Examine operations logistics to pinpoint potential areas for improvement and cost reduction.

• Analyze team performance history to determine optimal production and off production activities, shrinkage, and occupancy goals.

• Routinely partner with Finance and Operations to develop a monthly volume forecast.

• Compile and present detailed cost reports, projections, and conversions to internal stakeholders.

• Develop, maintain, and publish the CS Capacity Plan and obtain approval from all internal stakeholders monthly.

• Utilize statistical and predictive modeling to predict call volumes, customer demand and workload.

• Analyze forecasted volume and staffing coverage to ensure service delivery targets are met.

• Provide real-time guidance and make appropriate adjustments to maximize resource efficiency.

• Establish and monitor key performance indicators for resource utilization, service levels, and workforce productivity.

• Routinely communicate business unit consolidated capacity and scheduling performance trends, historical and forecasted, using appropriate metrics.

• Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels.

• Routinely partners with Finance and Operations to develop a monthly volume forecast.

• Participate as a key thought leader for division performance, influencing decision making and identifying business unit priorities.

• Advocate for automation and use of data to solve business problems.

• Support the company's commitment to risk management and protect the integrity and confidentiality of systems and data.

Minimum Qualifications

• Education and experience typically obtained through completion of a bachelor's degree or equivalent work experience.

• 5 or more years of related work experience, specifically in developing models related to staffing, forecasting, and capacity planning with a good understanding of business or contact center processes, including staffing, queues, schedule bids, data analysis and performance metrics.

• 3 or more years of business intelligence analyses and reporting or similar technical experience.

• Strong analytical and business skills required, including a thorough understanding of how to interpret customer business needs and translate them into operational reporting requirements.

• Demonstrated experience in turning data into insights.

• Strong analytical / problem solving skills with the ability to develop practical solutions.

• Expert knowledge of Advanced Excel with ability to use SQL or any language which can help automate models.

• Experience using data mining techniques to analyze and interpret complex data related to operations and costs.

• Knowledge of data mining techniques and enterprise resource planning.

• Excellent organizational and communications skills and the ability to interact professionally with all levels and subject matter experts.

• High attention to detail.

• Background and drug screen.

Preferred Qualifications

• 5 or more years of progressive call center and/or operations experience

• Knowledge and understanding of payments (including ACH and bankcards)

• Knowledge of consumer protection regulations including privacy rules

• Bilingual - Spanish (speak/read/write) preferred.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Some of the Ways We Prioritize Your Health and Happiness

• Healthcare Coverage-Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

• 401(k) Retirement Plan-Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

• Paid Time Off -Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

AndSOmuch more! We continue to enhance our program, so be sure tocheck our Benefits page here for the latest. Ourteamcan share more during the interview process!

Early Warning Services, LLC ("Early Warning") considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.