Workforce Management Forecasting Analyst/Associate
Full Job Description
- Key Responsibilities include but are not limited to: Develops 1-3 month forecast models, performs current and historical trending performance analysis to identify areas of opportunity and make strategic recommendations
- Creates monthly, weekly, daily and interval level call volume projections and staffing requirements
- Performs staffing analysis and develops employee schedules to meet the needs of the business
- Collaboration and strategy development with Operational Leadership and within the WFM Team for projection refinement and execution
- Lead efforts to execute changes towards optimizing staffing requirements and service levels.
- Engagement with other business functions (eWFM Admin, Leadership and Technology)
- Project and initiative assignments that supports process improvements.
- Provide subject matter expertise to specialists within the team
- Champion expense reduction initiatives
Qualifications
- 2 years of call center forecasting or capacity planning experience
- 5 years of Workforce Management experience in a 500+ seat environment
- Assist with developing and maintaining business metrics, KPI measurements standards and best practices
- Strategic mindset and highly analytical thinker with sound business judgment
- Demonstrated ability to create and deliver presentations
- Maintain a positive attitude and act as team player while delivering on high priority, time sensitive initiatives
- Strong PC skills (Microsoft Office including Excel, PowerPoint, Word and Visio)
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans