Retail Data Scientist

The Retail Data Scientist is responsible for collecting, analyzing, and interpreting large sets of data to help make business decisions and predictions. They will use a variety of tools and techniques to identify trends, patterns, and insights that can drive goals within the Retail Department. The Retail Data Scientist collaborates with various members of the team to gather data requirements, design experiments, and communicate findings in a clear and concise manner.

Compare actual call volume and AHT to forecasts to set appropriate staffing levels.

Analyze call volume, AHT, and attendance trends to anticipate staffing needs.

Utilize real-time monitoring and workforce management techniques to adjust staffing throughout the day for maximum efficiency and meeting service level goals.

Continuously analyze performance and adjust staffing plans in real-time to meet service level goals for multi-site operations.

Maintain open communication with Operations teams for timely staffing adjustments based on current and forecasted data.

Create daily, weekly, monthly, and annual staffing forecasts.

Develop and assess agent staffing schedules, ensuring data accuracy in scheduling systems.

Generate staffing models for various scenarios and provide recommendations based on service level goals and AHT.

Identify improvement opportunities by comparing actual results to forecasts.

Prepare staffing data to support the annual contact center budgeting process.

Serves as a liaison between IT and the Call Center to review projects, requests, and functions to identify opportunities for performance or efficiency improvement.

Integrates data from multiple data sources or functional areas, ensures data accuracy and integrity, and updates data as needed. Writes queries/reports to provide data for various analytical projects. Review queries/reports for accuracy and completeness and alignment with project requirements before publishing. Maintain query/report inventory to include documentation, testing, and implementation controls.

Identifies business trends, conducts root cause analysis of business processes, draws conclusions about business operations, and suggests changes or improvements that could improve performance, efficiency, quality, or compliance of operations.

Create automated test cases to support department testing initiatives.

Build out and manage all Work Force Planning functions included but not limited to, Call Outs.

Performs other duties as assigned.

Participate in proactive team efforts to achieve departmental and company goals.

Must comply with current applicable laws, regulations, and bank policies and procedures. Comply with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Human Resources.