Job Information
Ally Sr. Capacity Planning Analyst in Springfield, Illinois
General information
Ref # 17605
Remote? No
Ally and Your Career
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Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?
The Opportunity
Location: Schaumburg, IL
Top thing we're looking for: direct capacity planning / workforce management experience within a call center environment
Reporting to the Ally Insurance Workforce Management Director, this position is primarily responsible for creating, maintaining, and validating capacity plans used to assist the Ally Insurance contact center and back-office groups with short and long-term resource planning. This position will also create and implement strategies that support our continued effort to develop resource modification solutions in all areas of the enterprise as it pertains to the utilization and productivity of our staff.
The Work Itself
- Ongoing partnership with Insurance Operations Leaders and Mangers to develop and implement back office and contact center capacity plans, as well as assists the team to maintain accurate workflows and headcount
- Work closely with Executive Leaders and their direct reports on capacity plans and resource modification strategies
- Responsible for conducting operational meetings to assess results and performance
- Responsible for conducting ad hoc analyses and managing reporting and metrics as it relates to developing, analyzing, and producing monthly reports and/or graphs to assess current trends relative to driving day-to-day business decisions
- Critical function of this position is to implement best practices in workforce management to ensure the most efficient use of staffing resources to meet customer needs
- Provide business insights across Ally Insurance for staffing related strategy, including cost / benefit analysis, and assist in the implementation of activities designed to optimize the workforce
- Ability to identify process improvement, effectiveness and efficiency and execute on change management, influence and collaboration in a matrix environment
- Ability to independently manage multiple tasks for multiple groups and work reliably in time sensitive situations
- Demonstrated strong analytical and organizational skill set
- Demonstrates a high degree of personal accountability, passion, and execution
The Skills You Bring
- Bachelor's degree in related field preferred
- 3+ years of Contact Center Work Force Management experience
- Strong Capacity Planning and Long-term Forecasting focus
- Understanding of FTE and application of labor costs
- Trend analysis / analytics experience is required
- Advanced knowledge of MS Word, Excel, PowerPoint, and Power BI
How We'll Have Your Back
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Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally’s total compensation - or total rewards - extends beyond your paycheck and is designed to support and enrich your personal and professional life, including: * Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting. * Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs. * Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially. * Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts. * Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
Who We Are:
Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.
Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.
Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.
We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.
Base Pay Range:
Emerging: 70000
Experienced: 85000
Expert: 100000
Incentive Compensation: This position is eligible to participate in our annual incentive plan