Forecasting Lead - Workforce Analysis

Job Description
Forecasting Lead - Workforce Analysis
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.

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About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.