Senior Forecasting Analyst

Description:

The Workforce Planning team is seeking a Senior Analyst to support call volume forecasting within our Service organization. This role will own long term forecasts for multiple call centers, and consult on short term and partner volume forecasts; including understanding call volume drivers, including policy sales/retention, telephony routing, eService/self service options, and underwriting/pricing changes. This role will create forecasts as well as reviewing forecasts created by junior/contracted analysts, and will own explaining those forecasts to service stakeholders.

*This position may have in-office requirements twice a week depending on candidate location.* **Level of position offered will be based on skills and experience at manager discretion**

Responsibilities:

• 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.

Ideal experience includes:

• 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.

Qualifications:

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.

About Us:

Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

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