Workforce Management Forecasting Analyst

t offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time**

Who we are - TFS

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 experience in an innovative, collaborative environment.

Who we're looking for

Toyota's Supplier and Workforce Management Department is looking for a passionate and highly motivated Workforce Forecast Management Analyst.

The primary responsibility of this role is to create staffing forecasts in a high-volume contact center environment by analyzing historical data, business trends, and operational drivers. Reporting to the Workforce Management Supervisor, the person in this role will support the Supplier and Workforce Management department's objective to ensure the organization is optimally staffed to meet service level commitments.

What you'll be doing

Provide analysis and recommendations to improve staffing levels and efficiency while advising the leadership of observed trends.

• Maintain staffing and headcount records, develop hiring plans for long- and short-range planning efforts across all workload streams (e.g. Inbound/Outbound/Chat/Email/Back-Office).

• Provide high-level estimates (SWAG) of initiative impacts, including benefits and headcount requirements, to support strategic planning and resource allocation.

• Track operational scorecard metrics as needed for productivity analysis and resource forecasting.

• Create custom reporting that 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.

• Deliver clear, impactful findings and recommendations tailored to stakeholders at all levels - including Senior and Executive Leadership - to inform decision-making and drive alignment.

• Ensure business operational KPI's are consistently met and take proactive measures to address any gaps, driving continuous improvement and operational excellence.

• Collaborate cross-functionally with key stakeholders across the organization to align weekly and monthly staffing forecasts, share insights, communicate business impacts, and drive staffing strategies that support business objectives.

• Maintain a strong understanding of departmental workflows and operational drivers, time off and absence records, and other non-productive time (shrinkage) to produce accurate, context-informed forecasts.

• Conduct in-depth historical trend analysis, seasonality reviews, and performance assessments to generate accurate, data-driven forecasts.

What you bring

• Experience in workforce management, forecasting and/or advanced analytical role within a large volume, enterprise-level call center environment or captive finance and/or insurance provider

• Experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions

• Excellent communication and interpersonal skills with the ability to collaborate across functions with diverse backgrounds, and a track record of influencing stakeholders at all organizational levels

• Ability to coordinate/facilitate/lead discussions, solicit feedback, ask probing questions around expected business drivers/impacts, and proactively plan for risks and business changes

• Expert-level proficiency in Microsoft Excel, including use of advanced formulas and data analysis principles; advanced proficiency in PowerPoint with the ability to create clear, executive-ready presentations

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 converting workload forecasts to business staffing requirements incorporating variables such as seasonality, staff shrinkage, hiring, multi-site variances, and changes in business structures or efficiencies

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

• 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

• Team Member Vehicle Purchase Discount

• Toyota Team Member Lease Vehicle Program (if applicable)

• Comprehensive health care and wellness plans for your entire family

• 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 all 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.

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 [email protected] .