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U.S. Bank Workforce Management Forecasting Manager - talech - Remote in St. Paul, Minnesota

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job DescriptionThe Company: talech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. We support the growing numbers and needs of >10,000 customers in North America and EMEA. In late 2019 talech was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.

Job Description: Forecasting and Capacity Planning Manager talech seeks to expand its talented Workforce Management Department with an experienced Forecasting and Capacity Planning Manager to help with volume prediction for both our Tier 1 and Tier 2 Support Department. In this role, you’ll be responsible for capturing historical trends, creating and manage forecasting models incorporating business intelligence and information gathered from sales, marketing, finance, and other sources within the organization. This candidate is also responsible for the capacity planning aspect which is a road map to determine how many agents talech will need to hire to handle the volume and maintain customer satisfaction. Working closely with all programs within the support department, this role is a key contributor to ensure talech/USBank is successful.

Objectives of this Role: Historical trending analysis to determine volume arrival patterns, generating a forecast and maintaining a 3% - 5% variance. Maintain detailed record of call/workload statistics and arrival patterns to maximize forecasting accuracy, ensure cost effective labor use. Produce short- and long-term forecast requirements needed to meet service levels targets within budget. Partner with Operations to provide guidance for the growth of the department based on volume trends, KPIs metrics. Lead weekly and monthly forecasting/capacity planning meetings to discuss growth plans for both Tier 1 & 2 department.

General Duties (Includes but is not limited to the following): Manage the forecasting approaches and models within workforce tools and outside with excel to address specific growth Develop a capacity plan that meets customer needs, while also incorporating a roadmap to increase coverage based on growth patterns Apply advance analytics concepts toward insights and key strategic decisions Ability to utilize ready to use tools and technologies to ensure forecasting and planning process The ability to speak to leadership regularly, being able to speak to forecasting and capacity planning strategy and challenges Ability to translate analytics to implications, actions, and strategy through presentation Responsible for optimizing current reporting and daily variances Creating ad-hoc report to help drawing impactful insights Perform other duties as assigned

Qualifications: At least 5 - 7 years of forecasting/capacity planning experiences with the ability to produce short- and long-term forecasting. Experience with statistical forecasting models such as time series and regression analysis Strong analytical and problem-solving skills Self-starter with strong organizational skills The ability to translate data into meaningful analysis and business insight Experience in workforce management systems (i.e., IEX, eWFM, Blue Pumpkin, Five9, etc.) or experience with scheduling or analytical software Ability to multi-task and prioritize multiple projects/tasks and deadlines of high importance simultaneously Ability to thrive in a high volume, deadline driven environment Good manner, fun to work with, makes people want to work with Ability to work flexible times including occasional beyond normal hours as the business needs.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.

EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.

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Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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