Manager Workforce Management

About This Role

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You'll Do
Responsible for providing enterprise service forecasting and resources planning, and/or business intelligence. Responsible for providing customized/advanced analytical/modeling, and interactive visual dashboard support to enterprise wide business areas to drive better forecasting performance and operation efficiency.

Develops and coaches teams to be able to identify, manage, and escalate risk, and effectively manages risk within the teams you oversee.

How You'll Do It

• Leads development and ongoing maintenance and enhancement of monthly and operational forecasting models or business intelligence assets to support the key operational processes for the enterprise Workforce Management department.

• Manages requests, projects, and team, including task assignment, progress monitoring and output review of all analysts and developers.

• Develops a high performance and engaged team.

• Conducts customized visual analysis and/or BI tool development to assess call arrival pattern and call volume impact from various new initiatives including Marketing campaigns, risk, authorization and fraud strategies and system changes, and develop new methodology to enhance forecasting accuracy.

• Supports improvements across the full Workforce Management service capability of having the right agents at the right time to address customers’ needs.

• Designs and conducts analysis and develop advanced statistical models, or interactive visualizations to identify root causes related to customer experience, operational risks and efficiency, evaluates business impacts and identifies optimization opportunities.

• Acts as subject matter expert related to the effective use of analytical or BI methodologies, particularly those related to decision tree, time series data, forecasting, econometric modeling, or data visualization and dashboard design.

Qualifications You'll Need
Minimum Requirements

• Bachelors Business Administration and Management, Analytics, Mathematics, Statistics, Engineering or related.

• 2+ years Data and financial analysis, statistical modeling or related

Preferred Requirements

• Masters Business Administration and Management, Analytics, Mathematics, Statistics, Engineering or related

• 4+ years Data and financial analysis, statistical modeling or related

• 1+ years People Management within an analytical team

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.

• No required movement about the work environment to complete the major responsibilities of the job.

• Primarily performed indoors in an office setting.

• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

• Ability to communicate verbally. Ability to communicate in written form.

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

Application Deadline:

The application window for this position is anticipated to close on Jun-09-2025. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $91,000.00 to $153,400.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• Short and Long Term Disability, Life, and Accidental Death & Dismemberment insurances

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover, a division of Capital One, N.A., is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.

At Discover, we are committed to creating an inclusive and equitable workplace through our Fair Chance Hiring practices. Fair Chance Hiring means that we base our hiring decisions on an applicant’s qualifications rather than their criminal record. All our positions are subject to Section 19 of the Federal Deposit Insurance Act. Our applicants go through a background check, and we follow all applicable local laws, including the Los Angeles County Fair Chance Hiring Ordinance (LA County Fair Chance).

Positions marked as remote eligible are limited to remote locations within the country in which the position is based.

Applicants must be 18 or older at the time of hire.