Are you looking for your next career move within forecasting ?
As the Forecast Analyst within the International Consumer - Service Operations Team, you will be responsible for providing short, medium and long term forecasts, AHT and staff requirements within the business. You will ensure business goals are met through effective management of forecasting models, collaborative planning and effective communication. In an ever changing environment you will need to be receptive to change and be proactive in your day to day approaches.
Job Responsibilities:
- 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
- Establishes a statistical baseline forecast for all departments and provides clear communication of the forecasted workload, changes, assumptions, inputs to relevant stakeholders
- Analysis of 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
- Ad hoc duties as assigned
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Required qualifications, capabilities, and skills :
- Strong Analytical and Problem solving skills
- Planning, time management and organisational skills
- Financial Services Call/Contact Centre experience preferred
- Experience in long/short term forecasting preferred
- WFM experience beneficial
- Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc.)
- Excellent written and verbal 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
#ICBCareers
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.