Forecasting Lead - Workforce Analysis

JPMorgan Chase & Co.; Easter Howgate; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global financial services firm in Easter Howgate is seeking a Forecasting Lead to drive workforce planning and forecasting initiatives. You will lead model development, enhance forecasting processes, and analyze performance data. The ideal candidate has proven expertise in workforce forecasting, advanced analytical skills, and strong experience with tools like SQL Server and Tableau. This role involves mentoring junior analysts and effectively communicating insights to senior leadership. A collaborative and influential approach is essential to this position.

Qualifications

• Proven experience in workforce forecasting or resource planning within a contact centre environment.
• Strong analytical, interpretive, and problem-solving skills with significant experience in forecasting.
• Proficiency in analyzing large datasets using tools such as Teradata or SQL Server.
• Applied experience with time series analysis and machine learning methods for forecasting.
• Strong skills in Microsoft Office (Excel, Word, PowerPoint) and programming experience.

Responsibilities

• Design, develop, and implement advanced models to predict contact centre volumes.
• Identify and drive improvements in monthly and daily call volume forecasting.
• Analyze historical performance data to identify trends and areas for improvement.
• Provide analytical leadership for cross-functional teams and prepare integrated forecasts.
• Explore and implement automation frameworks for forecasting processes.
• Build and maintain customizable dashboards for workforce analysis.
• Oversee staffing schedule optimization across sites.
• Translate complex metrics into actionable insights and clear reports.
• Present forecasting insights to senior leaders.
• Effectively communicate complex results to influence stakeholders.
• Mentor junior analysts and support best practice identification.

Skills

Workforce Forecasting Expertise

Advanced Analytical & Modeling Skills

Data Analysis & Manipulation

Statistical & Machine Learning Techniques

Technical Skills

Workforce Management Platforms

Data Visualization

Process Improvement & Automation

Business Analysis & Reporting

Communication & Influence

Collaboration & Leadership

Tools

SQL Server

Python

Microsoft Office

Tableau

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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