Assistant Director, Forecasting - Seattle, WA (98101)

Description The Workforce Planning team is seeking a Senior Analytics lead 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 is not a direct leadership role. *This position may have in-office requirements twice a week depending on candidate location.* 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. Serves as a resource to less experienced analysts. 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 Master's Degree in Mathematics, Economics, Statistics or any other quantitative field plus a minimum 5 years of applied business / non-academic experience preferred. For non-Master s Degree candidates, Bachelor's Degree and minimum of 7 years of applied business/non-academic experience, or equivalent. Proven track record of developing and applying modeling to business problems. Deep knowledge of data sources, tools and business drivers. Ability to apply more advanced analytical concepts to improve business outcomes. 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. About Us Pay Philosophy: The typical starting salary range for this role isdeterminedbya number offactors including skills, experience, education,certificationsand location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market andprovidesan 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 factorsset forth inthe 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,integrityand 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 Mutualisan equal opportunity employer. We will not tolerate discriminationon the basis ofrace, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal,stateor local law. Fair Chance Notices California Los Angeles Incorporated Los Angeles Unincorporated Philadelphia San Francisco