Workforce Management Analyst

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.

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 experiences 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 Workforce Management Department is looking for a passionate and highly motivated Workforce Management Forecast Analyst.

The primary responsibility of this role is to create staffing forecasts in a high-volume contact center environment.

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, and develop hiring plans for long- and short-range planning efforts across all workload streams (Inbound/Outbound/Chat/Email/Back-Office).

• 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 stakeholders 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, and business impacts.

• Study department work, time off, and absence records (shrinkage) for ongoing 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.

• Expert-level Microsoft Office skills in Excel including the use of advanced formulas.

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 forecasting/advanced analytical role within a large volume, enterprise-level call center or captive finance and/or insurance provider.

• Experience with Workforce Database tools (i.e. TotalView/IEX, Verint, Aspect).

• 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.

• Vehicle purchase & lease programs.

• Comprehensive health care and wellness plans for your entire family.

• Flexible work options based on business needs.

• 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.