Retail Workforce Management (WFM) Forecasting Specialist -Role: The Forecast Specialist is responsible for forecasting omni-channel workload and productivity for Retail Distribution. This position determines the amount of client demand and in turn the number of people each segment needs both in aggregate and at the interval level in order to meet demand and answer Client contact inside the Firms established SLA. The specialist is responsible for providing guidance, making recommendations and collaborating on strategic decisions with Senior Managers and Directors. These recommendations require an understanding of client expectations, TD Ameritrades firmwide strategy, and the industry landscape. The specialist will work on change initiatives and collaboratively determine impacts to client experience and headcount. -Responsibilities: -Forecast monthly workload and productivity 1 month to 24 months in the future for Investor Services (phone, e-mail, chat, outbound, social, and processing) as well as Branch Network (walk in traffic, outbound campaigns, and client visits). -Recommend proper segment level headcount based on the forecast -Create daily 30 minute interval forecasts for workload and shrinkage. -Fully consider historical trends, seasonality, changes in business strategy, and technology releases to be accurate -Effectively communicate complex ideas and topics with leadership ranging from managers to Managing Directors -Act as a consultative, strategic partner, that provides guidance regarding changes in call routing and Associate workload responsibilities -Provide guidance when Associate shift changes are needed to meet client demand -Represent Workforce Management on wide ranging crossfunctional teams -Recognize impacts to the contact center and make recommendations accordingly. -Work directly with L&D and recruiting to provide shifts needs during the hiring process -Requirements: -4 Year College Degree -1-3 years related experience -Working knowledge of securities/financial services industry. (Equities, Options, Futures/FOREX, Bonds) -Deep understanding of workforce management principles and best practices, Erlang C Formula -Strong written and verbal communication skills. -Ability to facilitate meetings with multiple levels of management, and influence decisions for areas to lend support/capacity between groups. -Working knowledge of the Agile technology development process -Working understanding of United States labor laws -Analytical abilities and problem-solving skills -Proficient in NICE Systems, Cisco, LivePerson, Excel -Ability to influence without authority -Ability to adapt in multiple scenarios -Military education or experience may be considered in lieu of civilian requirements listed