Forecasting Analyst

5 days ago

Toronto, Canada TD Bank Full time

**Forecasting Analyst**:

- 431682BR

**Job Category - Primary**
- Business Analysis / Reporting

**Work Location**
- TD Centre - South - 79 Wellington Street West

**Employment Type**
- Regular

**City**
- Toronto

**Time Type**
- Full Time

**Province/State**
- Ontario

**Hours**
- 37.5

**Workplace Model**
- Hybrid

**Pay Details**

**Department Overview**

The Workforce Management (WFM) team is part of the North American Phone Channel Shared Services, providing ongoing support and leadership in the following specialty areas: Sales strategy, Customer and Employee Experience, Governance / Operating Solutions, Enterprise Workforce Management and Business Solutions. It is our high performing teams who create a passion for the customer experience and make North American Phone Channel Shared Services (NAPCSS) a great place to work. NAPCSS supports over a dozen lines of businesses, including all of the businesses in Canadian Personal Banking, Wealth, Direct Investing, TD Insurance, and US Contact Centre; driving superior solutions to enable a better Phone experience, and championing continuous improvement within the Phone network. We are supporters of a caring performance culture and leaders in great community spirit. NAPCSS offers a unique career opportunity to make an impact and build for the future. We seek individuals with a positive attitude who are driven to produce extraordinary results and would like to work in an environment that is fun, high energy, fast-paced, and collaborative.

**Job Details**

**PRIMARY RESPONSIBILITIES**:

- Support business decisions through the preparation of accurate KPI forecasts, with specific focus on improving customer experience and maximizing operational efficiencies
- Provide detailed analysis on current & future market environments to help facilitate high-impact decision making process
- Aggregate forecast information into comprehensive, executive level presentation material
- Present analysis in a clear, concise manner with specific recommendations on how to improve Service Level and efficiency
- Leverage statistical methodologies (regression, correlation etc.) to assess the impact of new market data
- Track KPI performance (e.g., service level, call volume, AHT, shrinkage etc.) to highlight performance trends
- Assess short, medium, and long-term impacts of hiring, queue consolidation, attrition, digital automation, off/nearshoring and contingent labor
- Support the maintenance & development of workforce planning tools / processes
- Communicate effectively with internal and external stakeholders in accordance with TD's policies, guidelines, and procedures

**KEY RELATIONSHIPS**:

- Reports to Manager, Forecasting/ Planning
- Finance, Talent Acquisition, Learning & Development, Product & Strategic Initiative partners
- Distribution & Contact Centre leaders across different locations
- Daily working relationships with all level of TDBG

**Job Requirements**
- Exceptional analytical skills with high attention to detail
- Proficient with MS Office Suite (Excel, PowerPoint, Word)
- Strong organizational skills with a proven ability to multitask
- Ability to articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness
- Clear and thorough understanding of short, medium, and long-term forecasting practices
- Ability to quickly learn new technology/software/systems
- Superior verbal and written communication skills
- Driven to continual improvement of processes and working environment
- Enjoys working in an agile, fast pace and collaborative environment

**Additional Information**

**EDUCATION & WORK EXPERIENCE**:

- A post-secondary degree in business, economics, computers, or other related fields of study
- 3-5 years of experience in workforce management, planning, and analytics
- Experience with database management and/or visualization software such as Tableau, Power BI, SQL is an asset. Good to have PHP, Python, R etc.
- Experience with Genesys Decisions forecasting software is an asset

**Company Overview**

**Our Values**
At TD we're guided by our purpose is to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and guide our behavior. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career and be part of our caring and inclusive culture.
- **Making Your Well-being a Priority**
A supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment so collea

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