JPMorgan Forecast Analyst - Workforce Planning 

United Kingdom, Scotland 

233451813

Job Responsibilities:

• Perform Daily/Weekly/Monthly and half -hourly forecasting for contact volumes across multiple channels and contact types determining staffing requirements based on historical trends and business growth objectives.
• Account for growth, changes in customer behaviours and taking into consideration seasonal variations and trends ensuring impacts to the business are captured, analysed and recommendations of staffing are delivered in a timely manner
• Establish a statistical baseline forecast for all departments and provides clear communication of the forecasted workload, changes, assumptions, inputs to relevant stakeholders
• Analyze forecast vs demand volumes
• Maintaining the intraday patterns on WFM platform
• Work together with the other members of the Planning team to ensure understanding/requirements with our scheduling/Real time teams
• Perform ad hoc duties as assigned

Required qualifications, capabilities, and skills :

• Experience in long/short Term forecasting within a workforce planning environment
• Understanding of long/short term forecasting within Call/Contact Centre
• Strong planning, time management, analytical, problem-solving and organisational skills
• Proficiency in Microsoft Office products (Excel, Word, PowerPoint etc.)
• Excellent communication skills
• Strong Experience in business analysis, reporting of business data, problem identification, resolution, and root cause analysis
• Ability to partner and work collaboratively with others
• Demonstrated ability to influence stakeholders at a variety of levels

Preferred qualifications, capabilities, and skills:

• Experience with Workforce Management systems
• Experience in Call/Contact Centre workforce management within a banking or financial services environment is beneficial