Synchrony Hiring for Senior Analyst, Workforce Planning Operations at FRISCO, Texas Full Time

Job Description:

Role Summary/Purpose:

This position is responsible for providing demand forecasting and staff planning analysis for Synchrony servicing operations. Interaction and direct coordination with site and executive level leadership is common.

Essential Responsibilities:

• Develop the monthly hub operations staffing capacity review agenda, prepare the templates, and communicate meeting goals and objectives to the team and review completed presentations prior to meetings.

• Primary caretaker of multiple internal processes (Idle, Monthly or Daily CCT, Shrinkage, FTE, NEOS) and recommend process improvements as necessary.

• Assist in new capacity model and tool development, test and maintain existing tools.

• Assist or lead in team training for new processes or new capacity planning analysts.

• Provide as a proxy for VP of Staff Planning on conflict or absence.

• Present staffing plan forecasts to operational leaders for an assigned set of Synchrony portfolios and clients. Supports existing clients and new clients as they are added.

• Identifies best plans for utilizing scarce FTE resources in the most advantageous manner insuring appropriate balancing of service level requirements, shareholder return, and Synchrony Financial business goals and objectives.

• Monitors service center actual metrics versus predicted to insure staffing forecasts are synchronized with current operational plans and objectives. Performs root cause analysis on staffing forecast variances and makes adjustments to the staffing models as needed to insure staffing metric forecast accuracy performance is within an acceptable tolerance.

• Works with site / client to provide all program related demand forecasts and staffing impact estimates (marketing campaigns, risk or pricing changes, efficiency programs).

• Communicates the demand forecast and staffing plans to stakeholders and is the primary point of contact in support of the forecast / staffing plan.

• Provides analytical advisory and ad hoc / independent analysis in evaluating trends in metrics that impact the demand and staffing forecast.

• Facilitates creation of the demand forecast and staffing plans used in development of the Financial Operating Plan.

• Performs other related special assignments as may be required.

Qualifications/Requirements:

• 3+ years of planning or analytical experience in a call center environment.

• Intermediate/advanced Microsoft Office proficiency (Excel, Powerpoint) to include ability to develop spreadsheets using complex formulas and pivot tables.

Desired Characteristics:

• 3+ years of forecasting, staffing, planning, and reporting in a call center environment

• BS degree preferably in a quantitative field of study or equivalent experience.

• SAS programming skills a plus, or a desire to learn

• Should be effective at managing priorities and developing “out-of-the-box” staffing strategies. Must possess excellent verbal / written communication skills, interpersonal skills, and presentation skills.

• Knowledge of WFP software, contact center industry, and credit card / financial services preferred.

Grade/Level: 10

The salary range for this position is 75,000.00 – 130,000.00 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 24 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:

Business Strategy