Job Description Summary
We are “mission control” at Nationwide, helping business units put the right amount of people in the right place at the right time. Aligning capacity with work requires an analytical and forward-thinking approach and meaningful collaboration with functional areas across the enterprise. If you are innovative, thrive in a fast-paced, constantly evolving work environment, we want to hear from you!
You'll study contact center trends, including call/processing volumes, call/processing patterns, staff productivity, attrition rates and resource allocation. We'll count on you to use your analyses to forecast and schedule contact center capacity management and staffing needs.
As a Specialist, you'll build and maintain forecast models of business staffing requirements working with all areas of shared service to gather information pertinent to forecasting changes in future workload. It will be important to provide basic business performance management, organizational design, and business risk management capabilities to formulate pragmatic, forward facing, and actionable business transformation plans. We'll count on you to build risk assessments for the leadership team, so that a risk mitigation strategy can be developed/implemented. You will also participate in design and definition of a project (or solution) in the initiate phase of the solution delivery life cycle.
Job Description
Key Responsibilities:
Build/Analyze/Manipulate statistical models. Uses statistical models and analytics to build and deliver presentations to business leaders that are supported by the analysis. Maintains forecasts for the following time frames; Monthly forecast for 5 years; daily forecast for 18 months. Prepare and hands daily forecast numbers to the short-term / daily-operations forecast team.
Develops implements and distributes strategic solutions and methodologies for an assigned business unit. Conducts analysis of complex business and user needs, definition of business requirements and recommendations of appropriate solutions and business strategies. Provides business process management and technical consulting and expertise to management in resolving complex business problems.
Partners with all other shared service groups to develop a complete picture of future changes in the business environment. Evaluate collected data to determine the impacts that can be built into capacity planning tools.
Analyzes and researches new and existing products, procedures, and/or workflow needs associated with business operation. Researches and analyzes diversified data to draw valid conclusions. Evaluates and implements new methods and techniques for operational improvement.
Leads projects that will enable team to continually improve processes by identifying, sharing, implementing the best practices. Act as team leader of various projects and participates on teams implementing new improvement processes. Maintains files and tools in a way consistent with WFM standards.
Identifies the critical elements of a business process that need to be monitored and managed. Tracks the trending of key demand drivers and reports in a way that is actionable for the business unit partners.
Assists in the development and implementation of compelling business cases to accomplish business objectives. Assists with the identification, assessment, and mitigation of business risks associated with the current operating model and/or desired target state operating models.
Mentors educate and train others on forecasting techniques, methods, and tools. Works to raise the level of expertise of the entire WFM team, particularly the development of the Capacity Management Analyst positions (Short Term Forecasters).
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Manager/Director.
Typical Skills and Experiences:
Education: Undergraduate studies in mathematics, actuarial science, computer science, business, insurance, or related field is preferred.
Experience: Five years of progressive experience in business consulting and analysis involving business process analysis and design, performance improvement, problem-solving, planning, coordinating, and organizing.
Knowledge, Abilities, and Skills: Demonstrated knowledge of standards, best practices, methodologies, and frameworks associated with the insurance/financial services industry, business process management, and the IT discipline. Must have sound knowledge of a wide variety of tools, concepts, and techniques of business process modeling, statistical analysis, and design. Sound knowledge of emerging industries, competitors, customer demography, regulatory, and market trends as they relate to insurance, reinsurance, and related financial services industries. Sound understanding of new technologies and developments in the technology industry and their application to the Nationwide environment. Thorough knowledge of the systems development life cycle. Sound knowledge of statistical analysis concepts and techniques is required. Thorough knowledge of facilitation, performance management, organizational design, and organizational change management. Ability to Build/Analyze/Manipulate statistical models. Ability to drive analytics from the statistical models and build and deliver presentations that are supported by the analysis. Able to understand organizational structures, roles, staffing, and responsibilities. Additionally has the ability to Project Manage and help drive business to decisions with this data. Must have the ability to develop and apply innovative approaches to business problems and opportunities. Must have strong project and process management skills. Must have the ability to lead effectively in an environment of change and ambiguity. Must possess strong verbal and written communication skills to interact with all levels within the company as well as external parties.
Other criteria, including leadership skills, competencies, and experiences may take precedence.
Staffing Exceptions to the above Minimum Job Requirements must be approved by the: Hiring manager’s leader and HRBP.