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Retail Workforce Management (WFM) Forecasting Specialist

Quick Facts

Southlake, Texas, Omaha, Nebraska, St. Louis, Missouri, Chicago, Illinois ID# 2018-16887 Regular Full-Time First Level Professional

Role:

The Forecast Specialist is responsible for forecasting omni-channel workload and productivity for Retail Distribution. This position determines the amount of client demand and in turn the number of people each segment needs both in aggregate and at the interval level in order to meet demand and answer Client contact inside the Firm’s established SLA. The specialist is responsible for providing guidance, making recommendations and collaborating on strategic decisions with Senior Managers and Directors. These recommendations require an understanding of client expectations, TD Ameritrade’s firmwide strategy, and the industry landscape. The specialist will work on change initiatives and collaboratively determine impacts to client experience and headcount.

Responsibilities:

  • Forecast monthly workload and productivity 1 month to 24 months in the future for Investor Services (phone, e-mail, chat, outbound, social, and processing) as well as Branch Network (walk in traffic, outbound campaigns, and client visits).
  • Recommend proper segment level headcount based on the forecast
  • Create daily 30 minute interval forecasts for workload and shrinkage.
  • Fully consider historical trends, seasonality, changes in business strategy, and technology releases to be accurate
  • Effectively communicate complex ideas and topics with leadership ranging from managers to Managing Directors
  • Act as a consultative, strategic partner, that provides guidance regarding changes in call routing and Associate workload responsibilities
  • Provide guidance when Associate shift changes are needed to meet client demand
  • Represent Workforce Management on wide ranging crossfunctional teams
  • Recognize impacts to the contact center  and make recommendations accordingly.
  • Work directly with L&D and recruiting to provide shifts needs during the hiring process

Requirements:

  • 4 Year College Degree
  • 1-3 years related experience
  • Working knowledge of securities/financial services industry. (Equities, Options, Futures/FOREX, Bonds)
  • Deep understanding of workforce management principles and best practices, Erlang C Formula
  • Strong written and verbal communication skills.
  • Ability to facilitate meetings with multiple levels of management, and influence decisions for areas to lend support/capacity between groups.
  • Working knowledge of the Agile technology development process
  • Working understanding of United States labor laws
  • Analytical abilities and problem-solving skills
  • Proficient in NICE Systems, Cisco, LivePerson, Excel
  • Ability to influence without authority
  • Ability to adapt in multiple scenarios
  • Military education or experience may be considered in lieu of civilian requirements listed

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About TD Ameritrade.

A leader in brokerage and investment services for over 35 years, TD Ameritrade offers a full spectrum of powerful solutions and innovative tools for trading and investing. We're constantly expanding our knowledge and bolstering our capabilities, from a leading active trader program to intuitive long-term investment solutions and a national branch system. Combined with some of the industry's brightest minds, there's no limit to how big our accomplishments can be.

From first-time investors to sophisticated traders, TD Ameritrade is focused on helping individuals seek out their financial goals. And you're the ambassador to all that we do. Beginning with our trading platform and proprietary technology to our resolve to outperform, you'll maintain the high level of quality and integrity we're known for, each and every day. With the right opportunity, there's no limit to what you can accomplish.

As a leading employer in financial services, we believe in building strong relationships, achieving quality results and working with integrity. It's at the heart of everything we do. That's why we provide you with comprehensive training, benefits and programs that inspire you to achieve more every day. Apply to a TD Ameritrade job today and help our clients pursue their dreams, while you fulfill yours.

Applicants must be eligible to work in the U.S. Immigration sponsorship is typically not available for this position.

TD Ameritrade participates in the E-Verify program. For additional information on this program please click here. TD Ameritrade is an Equal Opportunity Employer. We value diversity and offer a quality workplace. TD Ameritrade, Inc. member FINRA/SIPC/NFA is a subsidiary of TD Ameritrade Holding Corporation (NASDAQ:AMTD). TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company and the Toronto-Dominion Bank.

© 2014 TD Ameritrade IP Company, Inc. All rights reserved. Used with permission.

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By virtue of what we do, our world is filled with numbers. Here are just a few that we believe best describe TD Ameritrade at its finest.

  • 5,900 Full-time
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