Sr Analyst, Advanced Analytics - Forecasting

The Workforce Planning team is seeking a Senior Analyst to support call volume forecasting within our Service organization. This role will own long term forecasts for multiple call centers, and consult on short term and partner volume forecasts; including understanding call volume drivers, including policy sales/retention, telephony routing, eService/self service options, and underwriting/pricing changes. This role will create forecasts as well as reviewing forecasts created by junior/contracted analysts, and will own explaining those forecasts to service stakeholders.

*This position may have in-office requirements twice a week depending on candidate location.*

Responsibilities:

• Develops analyses based on complex data for US Retail Markets (USRM) Claims & Service.
• Creates, updates and communicates call/claim volume forecasts in both short term (<8 weeks) and long term (up to 3 years).
• Quantifies the competitive performance of the business, evaluates potential operational changes, and designs new approaches and methodologies to solve business problems or improve analytical efficiency.
• Produces meaningful observations and recommendations through synthesizing data from internal and external sources. Utilizes advanced statistical techniques. Will regularly utilize, update and adapt predictive modeling tools and/or focus on the application of the tools.
• Leads own work stream and may manage research projects of moderate to high complexity.
• Conducts modeling/analytical work which directly impacts profitability, growth, and/or customer satisfaction outcomes.
• Presents findings / recommendations and leads discussions with senior leadership (VP/SVP) at the department or functional level.

Ideal experience includes:

• Forecasting and predictive modeling: comfortable building demand forecasts using methods like time-series, random forest, and Prophet.
• Python (R ok): able to write scripts to clean data, run analyses, and build models. Python preferred, R acceptable.
• Call center operations: understands contact-center metrics (volume, handle time, service level), staffing/scheduling, and how forecasts drive workforce planning.