Scheduling Event Forecaster

Citizens Bank
Pittsburgh
Workplace: HybridFull timeFunction: Business OperationsEducation: high_schoolSkills: ["Analytical thinking","Communication","Relationship-building","Problem solving","Attention to detail"]

Develop short-term (1–6 week) forecasting and maintain schedule integrity to ensure staffing meets service-level commitments across call, chat, and digital channels. Build and optimize schedules during weekly planning cycles and make same/next-day adjustments when needed, while maintaining compliance with labor policies. Identify risk periods, collaborate with real-time teams, support WFM system enhancements, and deliver weekly capacity outlooks with clear gaps, risks, and action plans.

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FursaFursa
Citizens Bank
Citizens Bank
2 days ago

Scheduling Event Forecaster

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Develop short-term (1–6 week) forecasting and maintain schedule integrity to ensure staffing meets service-level commitments across call, chat, and digital channels. Build and optimize schedules during weekly planning cycles and make same/next-day adjustments when needed, while maintaining compliance with labor policies. Identify risk periods, collaborate with real-time teams, support WFM system enhancements, and deliver weekly capacity outlooks with clear gaps, risks, and action plans.
Location: Pittsburgh
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Entry level

Key Responsibilities

  • •Analyze interval-level call, chat, and digital channel trends to produce accurate short-term forecasts.
  • •Update forecasts based on emerging patterns and conduct post-interval and post-day variance analysis to improve accuracy.
  • •Build and maintain schedules aligned to short-term demand across channels, skill sets, and business lines, including proactive adjustments.
  • •Identify upcoming risk periods and recommend mitigation strategies in collaboration with Real-Time Analysts.
  • •Deliver weekly staffing outlooks and short-term capacity updates, communicating schedule changes and staffing adjustments to leadership.

Key Requirements

  • •1–3 years of Workforce Management experience in forecasting, scheduling, or real-time operations.
  • •Strong analytical and numerical skills to interpret patterns and data trends.
  • •Experience with WFM tools (Verint, NICE, Genesys, or equivalent).
  • •Proficiency in Excel or Google Sheets (pivot tables, lookups, intermediate formulas).
  • •Strong communication and relationship-building skills, with the ability to prioritize and pivot quickly in a dynamic environment.
Education:High School
Skills:Analytical thinkingCommunicationRelationship-buildingProblem solvingAttention to detail
Tech Stack:ExcelGoogle SheetsVerintNICEGenesys

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website