Plan and forecast contact center capacity to meet service levels, cost targets, and customer experience goals.

As a Workforce Planning and Capacity Forecasting Analyst in the International Consumer Banking team, you will ensure the right number of agents with the right skills are scheduled at the right times to achieve service levels, cost targets, and customer experience goals.
You will translate demand into staffing and headcount plans using workforce management and Erlang-based approaches, incorporating shrinkage, ramp, and skill mix. You will build and maintain interval-level forecasts by channel and queue (including volume, average handle time, and shrinkage), track forecast accuracy, and update assumptions as needed. You will develop reusable capacity models and support governance routines such as planning calendars, model reviews, change control, and stakeholder sign-off to ensure transparency and auditability. You will support scheduling and intraday management, deliver performance analytics, and drive continuous improvement across voice, chat, email, social, and back-office queues.

Job Responsibilities:

• Translate demand into FTE and headcount using Erlang/WFM tools, incorporate shrinkages, ramp, and skill mix to ensure accurate and actionable staffing plans
• Build and maintain interval-level forecasts by channel and queue, utilizing historical data and business drivers; monitor forecast accuracy, track errors and update assumptions as needed
• Develop and maintain reusable capacity planning models, including driver assumptions, scenario, and sensitivity analysis - and version control to ensure transparency and auditability
• Support the establishment and execution of forecasting governance processes, including planning calendars, change control, model reviews, back-testing and stakeholder sign offs
• Prepare and deliver executive-ready presentations, summarizing insights, trade-offs and recommendations for senior stakeholders
• Create executive materials and communications to highlight workforce planning status, risks, and opportunities
• Identify and implement process improvements by applying comprehensive business logic and leveraging efficient technology solutions
• Manage projects of varying sizes and complexities based on business needs

Required qualifications, capabilities and skills

• Broad knowledge of workforce management principles and practice in interval staffing, multichannel experience
• Minimum 3 years of WFM/Capacity Planning
• Advanced Excel, SQL skills
• Experience with IEX, Verint, Calabrio, or similar WFM
• Strong analytical, problem-solving, communication skills, and stakeholder management skills
• Ability to operate independently with work subject to review by more experienced professionals or managers.

Preferred qualifications, capabilities and skills

• WFM/capacity planning experience in contact centers
• Python/R and Tableau/Power BI skills

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ABOUT US

JPMorgan Chase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.