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Workforce Strategic Planning Senior Analyst



Multiple locations
Posted on Thursday, June 13, 2024

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Job Summary

The Strategic Planning area under Workforce Management is responsible for the modeling of staffing requirements and ensuring appropriate levels of staffing in the Customer Care Centers to meet client agreements and business objectives. The Senior Strategic Planning Analyst will be responsible for development and ongoing administration of the long term and/or near-term capacity planning models which forecast volume, productivity, shrinkage and headcount needs to meet contractual Client goals as well as internal company imperatives. By applying advanced technical and data mining skills, the Senior Strategic Planning Analyst manages all activities related to owned staffing models including what-if and trend analysis, requirement gathering, cost/benefit analysis, process analysis and mapping/improvement projects. The Senior Strategic Planning Analyst also serves as a subject matter expert for assigned area of responsibility.

Essential Job Functions

  • Modeling, Forecasting and Demand Planning: Serve as a subject matter expert for assigned area of responsibility. Develop and evolve staffing models to forecast volume (inbound/outbound/back office), productivity, shrinkage, and attrition to produce a hiring forecast that effectively manages Care Center payroll while meeting all Client contractual service level agreements and Net Credit Loss goals. Leads detailed model requirement gathering and documentation with internal partners for new forecast builds and/or revisions. Provide downstream partners with an appropriate reforecast cadence, quantifying all strategy changes that influence staffing, day to day operational processes, or payroll expense. Lead budget preparation by engaging operational leadership and strategic decision makers to prepare and maintain staffing models for submission to finance. Identify and surface risks associated with execution of planned strategies. Develop risk mitigation strategies and make recommendations to operational leadership. Works independently, determine priorities, meet critical deadlines and manage expectations. Understands complex business processes/technologies and question current workflow processes, making recommendations to enhance the business. Utilizes time management skills to balance different areas of work. Utilizes knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work.

  • Collaboration and Relationship Management: Resource coordination with Recruiting and Training to ensure flawless execution of hiring plan and update near term hiring changes, including actual starts, in staffing model. Resource coordination with WFM resources and Operations leadership to ensure flawless execution of daily / weekly / monthly staffing plans. Evaluate effectiveness of agent skilling, organizational strategies and real time response to managing planned and unplanned events in an effort to ensure effective utilization of resources to achieve business objectives. Establish and maintain relationships with operations leadership, strategy teams and any other functional area that influence changes to the owned models. Lead or support medium to large scale initiatives aligned with strategies incorporated in the staffing models, coordinating WFM resources to align with business goals. Serves as a point-of-contact for general questions from senior leaders and utilizes excellent written and verbal communication to answer questions.

  • Influencing and Data Interpretation: Provide recommendations to Leadership to address obstacles that stand in the way of meeting objectives, which can include call center service levels, caseload targets, occupancy, and shrinkage goals. Prepare ad hoc analysis to identify trends and actionable insights. Present analysis and recommendations to operations leadership with the ability to “tell the story”. Facilitate monthly/weekly business reviews for owned models, communicating staffing strategy and risks to Director and Operations manager leadership level. Monitor and analyze forecast inputs and assumptions to understand and anticipate trend changes and incorporate adjustments to future forecasting. Interacts with and presents statistical information to different levels of management in various functional areas.

  • Process Documentation and Improvements: Create and maintain documentation related to owned and newly developed models including but not limited to: Update Procedures, Strategy incorporation, Model Governance documentation. Create and maintain updates to upstream or downstream models. Identify control and validation points for owned models and process efficiencies for automation. Drive process improvement projects or re-engineering by documenting and analyzing forecasting methodologies and processes, working with operations, strategy leaders and WFM partners to identify gaps, plan remediation and define priorities and value. Aptitude for problem solving and generating analytical solutions/ideas. Results are detail oriented and accurate.

Reports to: Manager, Strategic Staffing

Direct Reports: N/A

Working Conditions/ Physical Requirements:

  • Normal office environment
  • This position is hybrid with an onsite schedule of 3-4 days per month. In-office requirements are subject to change based on business needs. This position is currently available to candidates that reside within 60 miles of Columbus, OH; Chadds Ford, PA; Plano, TX; Draper, UT or Wilmington, DE.

Minimum Qualifications:

  • High School Diploma or equivalent

  • Three years or more years work experience in a demand planning environment, analytics experience, or preferably in workforce management analytics

  • Experience writing SQL for data mining through a structured query language environment

Preferred Experience:

  • Degree Preferred: Bachelor’s Degree or Equivalent Experience

  • Area of Study Mathematics, Statistics or Business

  • Essbase experience

  • Exposure to Capacity Planning in a Contact Center and to a technically advanced operational environment, highly preferred

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Typical Starting Range:

$61,900.00 - $112,100.00

Full Salary Range for position:

California: $71,200.00 - $140,200.00

Colorado: $61,900.00 - $117,800.00

New York: $68,100.00 - $140,200.00

Washington: $65,000.00 - $129,000.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year. Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year. Illinois Paid Leave must be used before associates in Illinois will be approved to take FTO.

Hired associates will be able to elect the purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.

Click here for more Benefits information.

About Bread Financial

At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay™ buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express® Credit Card and Bread SavingsTM products.

Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.

  • Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
  • The Company is an Equal Opportunity Employer.
  • Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
  • The Company participates in E-Verify.
  • The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
  • The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com.

Job Family:

Care Center Operations

Job Type: