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For Companies At a Glance
- Tasks: Lead a team to forecast staffing needs and improve processes in a dynamic contact centre environment.
- Company: Join a leading financial services organisation focused on innovation and teamwork.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact by optimising workforce planning and enhancing employee work-life balance.
- Qualifications: Experience in workforce forecasting and strong analytical skills required.
- Other info: Collaborative culture with excellent mentorship and career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Are you looking for a new opportunity to lead a Forecasting Team? Our Contact Centre Workforce Analysis team ensures we have the right people, in the right place, at the right time. We are seeking an innovative and results-driven Forecasting Lead to drive workforce planning and forecasting initiatives.
Role Overview
As a Forecasting Lead – Workforce Analysis you will be responsible for determining accurate short to medium-term volume patterns in a 24/7 operation across multiple channels and work types. You will drive process improvement, automation, and analytical leadership, ensuring our business resources are aligned to support key performance standards, staffing levels, and employee work-life balance.
Job Responsibilities:
- Lead Forecasting Model Development: Design, develop, and implement advanced models to predict contact centre volumes, staffing requirements, and service levels.
- Enhance Forecasting Processes: Identify and drive improvements in monthly and daily call volume forecasting, including driver-based approaches and error analysis.
- Data Analysis & Root Cause Investigation: Analyze historical performance data to identify trends, root causes, and areas for strategic improvement.
- Integrated Forecasting: Provide analytical leadership for cross-functional teams, preparing integrated forecasts across multiple lines of business and segments.
- Automation & Process Improvement: Explore and implement automation frameworks for forecasting and reporting processes.
- Dashboard & Visualization Development: Build and maintain customizable dashboards, visualizations, and data warehouses to support workforce analysis.
- Service Level & Schedule Optimization: Oversee staffing schedule optimization across sites to maintain service levels and operational efficiency.
- Business Analysis & Reporting: Translate complex metrics and performance data into actionable insights and clear reports for stakeholders.
- Stakeholder Engagement: Present forecasting insights and recommendations to senior leaders, supporting strategic decision-making and continuous improvement.
- Communication & Influence: Effectively communicate complex results in an easily understood way, influencing and informing others at all levels.
- Team Leadership & Mentoring: Mentor junior analysts, support best practice identification, and may lead a team of employees.
Required Qualifications, Capabilities and Skills
- Workforce Forecasting Expertise: Proven experience in workforce forecasting or resource planning within a contact centre environment, preferably in financial services.
- Advanced Analytical & Modeling Skills: Strong analytical, interpretive, and problem-solving skills with significant experience in forecasting, modeling, and business planning.
- Data Analysis & Manipulation: Proficiency in analyzing large datasets using tools such as Teradata, SQL Server, or similar database systems.
- Statistical & Machine Learning Techniques: Applied experience with time series analysis and machine learning methods for forecasting.
- Technical Skills: Strong skills in Microsoft Office (Excel, Word, PowerPoint) and programming experience in Python, or willingness to learn Python (SAS/R background also considered).
- Workforce Management Platforms: Working knowledge of telephony/call routing and workforce management platforms (e.g., eWFM, WFO); experience with AWS (Amazon Connect), Salesforce, and Feedzai is a plus.
- Data Visualization: Experience building dashboards and visualizations using tools such as Tableau or ClickView.
- Process Improvement & Automation: Demonstrated ability to identify and implement process improvements and automation frameworks.
- Business Analysis & Reporting: Strong experience in business analysis, reporting, root cause analysis, and translating metrics into actionable insights.
- Communication & Influence: Excellent written and verbal communication skills, with the ability to convey complex information clearly and influence stakeholders at all levels.
- Collaboration & Leadership: Ability to work collaboratively across teams, mentor junior analysts, and lead cross-functional initiatives.
Preferred Qualifications, Capabilities and Skills
- Relevant Industry Experience: Experience in a global banking or financial services organisation.
- Project & Team Leadership: Experience managing analytical teams and leading cross-functional projects.
Forecasting Lead - Workforce Analysis employer: Jpmorgan Chase & Co.
Contact Detail:
Jpmorgan Chase & Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Forecasting Lead - Workforce Analysis
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to forecasting and workforce analysis. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Show off your skills! Create a portfolio showcasing your forecasting models, dashboards, and any relevant projects. This will give potential employers a tangible sense of what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Forecasting Lead - Workforce Analysis
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Forecasting Lead role. Highlight your experience in workforce forecasting and any relevant analytical skills. We want to see how your background aligns with our needs!
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past work that showcase your analytical prowess and process improvement initiatives. This helps us see you in action.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Explain why you're passionate about workforce analysis and how you can contribute to our team. Keep it engaging and relevant to the job description.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Jpmorgan Chase & Co.
✨Know Your Forecasting Models
Make sure you brush up on the forecasting models relevant to the role. Be ready to discuss how you've designed or improved these models in the past, and think about specific examples where your insights led to better staffing decisions.
✨Data Analysis is Key
Prepare to showcase your data analysis skills. Bring examples of how you've used tools like SQL or Python to manipulate large datasets and derive actionable insights. Being able to explain your thought process will impress the interviewers.
✨Showcase Your Communication Skills
Since you'll be presenting insights to senior leaders, practice explaining complex data in simple terms. Think of a time when you influenced a decision with your findings and be ready to share that story.
✨Emphasise Process Improvement
Be prepared to discuss any process improvements you've implemented in previous roles. Highlight your experience with automation frameworks and how they enhanced efficiency in forecasting or reporting processes.
