WFM Forecasting & Scheduling Specialist

Citizens Bank; Pittsburgh (Allegheny County); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Citizens Bank is seeking a Workforce Management Analyst (Hybrid – Short‑Term Forecasting & Scheduling) to develop accurate short‑term forecasts and maintain schedule integrity across departments. You will optimize staffing to meet service goals and partner with Operations and Real-Time teams for intraday adjustments.

The role emphasizes data-driven decision-making, attention to detail, and strong communication in a fast-paced environment.

Qualifications

• 1–3 years of Workforce Management experience (forecasting, scheduling, or real-time operations).
• Strong analytical and numerical skills to interpret patterns and data trends.
• Experience with WFM tools such as Verint, NICE, or Genesys.
• Proficient in Excel or Google Sheets (pivot tables, lookups, intermediate formulas).
• Strong communication and relationship-building skills.
• Ability to pivot quickly in a dynamic environment.

Responsibilities

• Short-term forecasting (1–6 weeks) and trend analysis.
• Build and maintain schedules across channels and skill sets.
• Identify risks and suggest mitigations with Real‑Time teams.
• Deliver weekly staffing outlooks and communicate changes to leaders.

Skills

Forecasting

Scheduling

Data analysis

WFM tools

Excel/Sheets

Communication

Tools

Verint

NICE

Genesys

Job description

Citizens Bank is seeking a Workforce Management Analyst (Hybrid – Short‑Term Forecasting & Scheduling) to develop accurate short‑term forecasts and maintain schedule integrity across departments. You will optimize staffing to meet service goals and partner with Operations and Real-Time teams for intraday adjustments.

The role emphasizes data-driven decision-making, attention to detail, and strong communication in a fast-paced environment.