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Senior Forecasting Analyst
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. 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. Bachelor's Degree plus a minimum 3 years, typically 4 or more years of experience, or equivalent, is required. Mathematics, Economics, Statistics or other quantitative field are preferred fields of study. Advanced knowledge of data sources, tools, statistical principles and methodologies, and techniques. Advanced proficiency in Excel (VBA, macros, scripts, formulas, data visualization, etc.), PowerPoint, and statistical software packages (SAS, Emblem). Must have good planning, analytical, decision-making and communication skills. Solid understanding of business to improve business outcomes.