1+ months

Manager Workforce Management - P129887_S3

Chicago, IL 60602
  • Job Code

At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers, and which is consistently awarded for both. We're all about people and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

Responsible for providing enterprise service forecasting and resources planning. Responsible for providing customized and advanced analytical and modeling support to enterprise-wide business areas to drive better forecasting performance and operational efficiency.

  • Leads development and ongoing maintenance and enhancement of monthly and operational forecasting models to support the key operational processes for the enterprise Workforce Management department.
  • Manages requests, projects, and team, including task assignment, progress monitoring, and output review of all analysts.
  • Develops a high-performance and engaged team.
  • Acts as subject matter expert related to the effective use of analytical methodologies, particularly those related to decision tree, time series data, forecasting, and econometric modeling.
  • Designs and conducts analysis and develops advanced statistical models to identify root causes related to customer experience, operational risks and efficiency, evaluates business impacts, and identifies optimization opportunities.
  • Supports improvements across the full Workforce Management service capability of having the right agents at the right time to address customers' needs.
  • Conducts customized analysis to assess call arrival pattern and call volume impact from various new initiatives including marketing campaigns, risk, authorization and fraud strategies and system changes, and develops new methodology to enhance forecasting.

Minimum Qualifications

At a minimum, here's what we need from you:

  • Master's Degree in Business, Analytics, Operations research, Mathematics, or related quantitative disciplines
  • 4+ years of experience in data and financial analysis, statistical modeling, or related field
  • In lieu of a degree, 6+ years of experience in data and financial analysis, statistical modeling, and managing analytical teams

Preferred Qualifications

If we had our say, we'd also look for:

  • 1+ years of experience in people management within an analytical team


Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.



  • Banking / Finance
Posted: 2019-08-31 Expires: 2019-10-31

Welcome to Discover
We strive to be the leading direct bank and payments services company. Our mission is to help people spend smarter, manage debt better, and save more to achieve a brighter financial future.

Why Work with Us?
You can make an impact. Whether it’s developing corporate strategy, innovating new services or supporting IT needs, every employee has the opportunity to be a vital part of our business and make a real difference in people’s lives. It’s the heart of what we do.


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Manager Workforce Management - P129887_S3

Chicago, IL 60602

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