Job Information
Toyota Workforce Forecast Management Analyst in Chandler, Arizona
Overview
Who we are
Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for diverse, talented team members who want to Dream. Do. Grow. with us.
We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!Our people make all the difference in our success.An important part of the Toyota family is Toyota Financial Services (TFS), the finance and insurance brand for Toyota and Lexus in North America. While TFS is a separate business entity, it is an essential part of this world-changing company- delivering on Toyota's vision to move people beyond what's possible. At TFS, you will help create best-in-class customer experience in an innovative, collaborative environment.
To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.
Who we’re looking for
Toyota’s Supplier and Workforce Management Department is looking for a passionate and highly-motivated Workforce Forecast Management Analyst.
The primary responsibility of this role is to create staffing forecasts in a high-volume contact center environment.
Reporting to the Workforce Management Supervisor, the person in this role will support the Supplier and Workforce Management Department's objective to analyze our daily/monthly/yearly volume to ensure the organization is optimally equipped to handle any fluctuations in the most efficient manner possible.
What you’ll be doing
Provide analysis and recommendations to improve staffing levels and efficiency while advising the Center leadership of observed trends.
Maintain staffing and headcount records, develop hiring plans for long and short range planning efforts across all workload streams (Inbound/Outbound/Chat/Email/Back-Office).
Track CSC scorecard metrics, as needed for productivity analysis and resource forecasting.
Create custom reporting which aggregates input from multiple sources into intuitive output for productivity analysis and resource forecasting.
Maintain and analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness.
Present findings and recommendations in a succinct and compelling manner to key stake holders throughout the organization including Site and Senior Leadership.
Partner cross functionally with Operations, Business Intelligence, Strategy, Human Resources, and Training teams to discuss the weekly and monthly staffing forecasts, business impacts.
Study department work, time off and absence records (shrinkage) for on-going historical trend analysis and forecasting purposes.
What you bring
Experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions
Experience forecasting and/or advanced analytical role within a large volume, enterprise-level call center or captive finance and/or insurance provider
Great interpersonal skills and ability to work with partners from various backgrounds, expertise, and organizational levels
Ability to coordinate/lead discussions, solicit feedback, ask probing questions around expected business drivers/impacts, and proactively plan for risks and business changes
Expert level Microsoft Office skills in Excel including use of advanced formulas and data analysis principles
Added bonus if you have
Bachelor’s degree from an accredited institution
Hands-on experience with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI) and pulling data from multiple sources
Experience converting workload forecasts to business staffing requirements incorporating variables such as seasonality, staff shrinkage, hiring, multi-site variances, and changes in business structures or efficiencies
Experience with Workforce Database tools (i.e. TotalView/IEX, Verint, Aspect, Calabrio).
Experience with Automatic Call Distributor/Interactive Voice Response call routing and Avaya/Genesys/NICE CXOne Call Dashboards phone reporting
Comprehensive understanding of current industry Workforce Management processes and best practices related to all aspects of Workforce Management deliverables
What we’ll bring
During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:
A work environment built on teamwork, flexibility, and respect
Professional growth and development programs to help advance your career, as well as tuition reimbursement
Team Member Vehicle Purchase Discount.
Toyota Team Member Lease Vehicle Program (if applicable).
Comprehensive health care and wellness plans for your entire family
Flextime and virtual work options (if applicable)
Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
Paid holidays and paid time off
Referral services related to prenatal services, adoption, childcare, schools, and more
Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
Belonging at Toyota
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members’ efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc’s Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.
Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.
Have a question, need assistance with your application or do you require any special accommodations? Please send an email to talent.acquisition@toyota.com.