Job Description:

Role Summary/Purpose:

Synchrony is looking for a leader who is passionate about supporting the transformation and continued evolution of Wor kforce Management . As part of the Workforce Planning Operations team, your role will be crucial in developing tools and strategies to enhance customer satisfaction operational efficiency. This position involves a significant transition of workforce management technologies, requiring a blend of workforce planning expertise and strategic foresight.

To perform this role successfully, you will utilize a range of tools and systems for supply/demand modeling. This will help optimize schedules and events, underpinning Workforce Management principles that align with and enhance the company's strategic goals. This position, along with the entire Workforce Management team, is responsible for achievement of Service Level Agreements and key business indicators on an intraday, daily, weekly, monthly and annual basis.

We're proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

Essential Responsibilities:

• Act as a primary thought leader for our operational strategy, contributing significantly to the direction

• Develop innovative strategies and drive the adoption for workforce optimization , leveraging technology to enhance forecasting accuracy and scheduling efficiency

• Conduct advanced data analysis for forecasting and capacity planning, integrating insights into strategic decisions

• Participate and drive discussions and action in weekly/monthly meetings focused on reviewing forecasting and capacity planning metrics throughout all levels of leadership

• Communicate a story and share action/recommendations in a digestible manner, no matter the quantity of data or inputs influencing the final outcome

• Organize, interpret, analyze and disseminate large amounts of data with great attention to detail and accuracy to help predict forecasts and drive initiatives

• Extract information from multiple databases using complex query statements

• Research and quantify enterprise initiatives that impact customer experience and service delivery

• Complete ad hoc what-if analyses to quantify impacts to staffing needs resulting from projects, initiatives and changes to the business

• Merge large datasets, locate and clean records, recode missing values, convert between data formats, and construct standardized datasets for wider use

• Facilitate cross-functional collaboration to ensure alignment of workforce strategies with overall organizational goals

Qualifications/Requirements:

• Bachelor's degree in an analytical or technical field, or minimum 5+ years equivalent work experience

• Minimum 3+ years of W orkforce Management experience in volume forecasting and capacity planning

• Minimum 3+ years of Workforce Management Cloud Infrastructure Domain Expertise and experience with ACD systems

• Minimum 3+ years of experience using common forecasting tools beyond Excel, such as R or Python

• In-depth experience with Excel and familiarity with other data management tools like SAS, SQL, Tableau

Desired Characteristics:

• Advanced knowledge of data management and forecasting principles and practices

• Deep understanding of workforce management concepts and metrics: occupancy drivers, shrinkages, ASA, ABN, SLA, AHT

• Demonstrated ability in strategic planning, problem-solving, and analytical skills, with the capacity to manage multiple tasks

• Experience with skill-based routing in all contact channels to maximize efficiencies and aid in achieving all SLAs

• Excellent interpersonal skills and integrity with strong customer service mindset

• Strong organizational skills and the ability to prioritize work based on a framework

• Proficient in creating business cases, executive summaries, and contextual documentation to aid in strategic decision-making, with a focus on clearly articulating the logic and reasoning behind positions

• Experience working with Model Governance to document and maintain high standards in model ownership

Grade/Level: 11

The salary range for this position is 90,000.00 - 155,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months' time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment:

When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we're building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+ (https://www.synchronycareers.com/our-culture/#diversity) , with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am - 5pm Monday to Friday, Central Standard Time

Job Family Group:

Data Analytics