Consultant, Forecasting / Planning, 12473
Discover Financial Services (Chicago Northwest, Illinois)

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Location: Riverwoods, IL UNITED STATES Functional Area: Customer Service Min Pay Rate: $0 Max Pay Rate: $0 Pay Type: Year Resource Type: Full Time Job Description: This senior level position is responsible for managing Call Volume and Average Handle Time forecast variance by continuous improvement of forecasting models through application of sophisticated statistical analysis and forecasting techniques. The job entails responsibilities in owning the forecasting models for phone (Queuing Theory Discipline) and non-phone (Inventory Management Discipline) groups and conducting root cause analysis to quantify the drivers for variance and presenting the findings to the management team. New products and services are continually introduced and this position is required to own the forecasting model design, set-up, simulation, validation, testing, implementation and on-going workflow functionality for new products and services. The Brand Promise offered by Discover Financial Services to its 50 million + customer base is driven by the accuracy of the forecasting models. The job requires complex analysis using tools such as SAS, Excel, IEX, SQL etc., to ensure that the forecast variance is kept within manageable limits. The job also entails regular meetings and communications with business partners in various areas of Cardmember Services and Marketing to ensure that business initiatives are built into the forecasting models. Percentage of Time Essential Functions 1. Create algorithms and models, using SAS programming, simulation, queue discipline, linear regression and complex statistical analysis, to forecast customer contacts, interval distribution and average handle time for input into IEX Total View. Meet forecasting requirements with thirty-minute interval level accountability. Primary forecasting will be done to support customer contacts within assigned lines of business for Customer Service and Banking, New Accounts, Security, Marketing Services and/or Cardmember Assistance. 65% 2. Assume holistic responsibility for assigned lines of business. To support forecasting efforts, develop and maintain relationships with the appropriate business area and Field Liaison to understand what future initiatives are being considered that will have an impact on the forecast being created. In addition, the individual will be responsible for comparing the actual results against the forecasted results for each initiative and determine the reasons for any significant variance. As appropriate, this variance will be built into future forecasting activities. 25% 3. Ensure the accurate and timely development of the quarterly and annual customer contact and average handle time forecasts for assigned lines of business to provide to Capacity Planning to support the financial planning process. 10% SKILLS Required: Technical Skills: Standard PC skills (MS Office), SAS Computer Language, MS Access, Crystal reporting and/or Cognos reporting, workforce management tools. Position requires probability modeling, simulation, linear programming. Excellent communication, organization and time management skills. Ability to work with short deadlines. Minimum Years Experience 5 years to 7 years of related work experience Education: Bachelor’s degree – Required Desired: Education: Master’s degree - Preferred PC Skills/Knowledge MS Word processing MS Excel - Data Analytics Plug In SAS Computer Language Graphics - Visio and Power Point MS Access, Lotus Notes Crystal Reports and/or Cognos Reporting IEX TotalView Probability Modeling, Simulation, Linear Programming Click here to apply: