JPMorgan Chase CC F&BM - Customer Call Volume Forecasting - Analytics Associate in Wilmington, Delaware

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at

The Business Planning and Analysis (BP&A) team is a part of Consumer and Community Banking Operations and is responsible for developing and managing staffing plans to ensure the successful execution of CCBOperations business objectives . The primary responsibilities of BP&A team include volume / demand forecasting, capacity planning, resource scheduling and business analysis/support.

The Analytics Manager in BP&A team will be working on various CCB Operations forecasting projects focusing on enhancing customer voice channel demand analytics by utilizing advanced analytical techniques. The incumbent will apply operational analytics and strategy tools to enhance integrated planning process and identify enhancements possible to overall call volume forecasting process. The incumbent will support the development of analytical tools to provide business insights needed in ensuring that volumes are appropriately forecasted so that our contact center network is optimally staffed and our customer service goals are being met. We need someone who is extremely intellectually curious and has a proven ability to manage large data sets and build advanced analytical solutions in an operations environment.

The ideal candidate will be an innovative thought leader with the technical ability to drive process improvement across systems and platforms. This position requires working collaboratively amongst other talented team members and across the broader organization. A big part of the role is to be able to ask open-ended questions, identify issues, explore new ideas, and choose appropriate techniques for solving a given problem.

More specificresponsibilities:

  • Identify opportunities to enhance existing CustomerCall Volume Forecasting process – Monthly and daily process. Explore waysto improve driver-based monthly volume forecasting

  • Provide analytical leadership to a cross-functionalBP&A team structure that prepare detailed integrated forecasts acrossmultiple operations segments, lines of business and geographic locations

  • Explore opportunities for creating frameworks for automation

  • Engage with team to build customizable dashboards, datawarehouses etc.

  • Analyze, interpret and translate metric performanceacross functions and across different lines of business products

  • Possess strong interpersonal skills for partnering withvarious levels of the organization and influencing results

  • Taking complex results and communicating them in aneasily understood way, focusing on how specific results into the biggerpicture

  • Persuading, informing, and influencing others based onfindings through both verbal and written communication

  • Applied knowledge :5+ Years of experience in call center business planning andprocesses; Significant forecasting experience required, strongmodeling background is a plus. Strong analytical, interpretive andproblem solving skills with the ability to interpret large amountsof data

  • Educational Background: Advanced degree in quantitative discipline such as Statistics,Economics, Applied Math, Computer Science, or Operations Research

  • Quantitative mindset:Strong operational analytic/strategy mindset to identifyopportunities and solve them through data and business insightsusing advanced mathematical approaches. Strong analytical,interpretive and problem solving skills with the ability tointerpret large amounts of data and its impact in both operationaland financial areas

  • Data Collection & Manipulation:Experience leveraging Teradata, SQL Server, or comparable databasesystems to perform data analysis and manipulation on largedatasets.

  • Data Analytics:Experience leveraging analytical & statistical tools such as time series forecasting, neural networks

  • Analytical Software: Strong applied technical skills in SAS, Python, R-Studio

  • Communication Skills:Superior written and oral presentation / communication skills – theability to convey complex information simply and clearly to seniorleadership. Demonstrated understanding of business value drivers andaligning teams to achieve business objectives


JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.