Workforce Associate II (Forecasting Manager - AVP)

Are you ready to lead the team that is responsible for forecasting volumes, handle times, and shrinkage? The Workforce Planning (WFP) Data Science organization is tasked with delivering quantitatively driven solutions to support the core WFP functions (demand forecasting, capacity planning, resource scheduling, and business analysis & support). Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members.

As a Workforce Analyst II leading the Forecasting Team within Workforce Planning, you will be responsible for managing the team responsible for the short-term daily and interval volume and work rate planning across CCB operations. You will be focused on Demand and Supply Planning, statistical forecasting, data analysis and actively participating in automation of processes. You will need to apply operational analytics and strategy tools to enhance integrated planning process, identify enhancements to the forecasting process to provide key business insights.

The Workforce Planning (WFP) organization is a part of Consumer and Community (CCB) Operations division. The WFP Data Science organization is tasked with delivering quantitatively driven solutions to support the core WFP functions (demand forecasting, capacity planning, resource scheduling, and business analysis & support). The WFP organization supports Chase’s call centers, back office, and ~5,200 retail branches.

Job Responsibilities: 

• Co-lead the forecasting vision, and strategy for the organization
• Manage a team of independent sole contributors, along with mentor, coach and grow people earlier in their careers in this role
• Attract, develop and retain forecasting talent to ensure the team continues to enhance its value to the company
• Develop and implement forecasting processes, forecasts and quality standards for various durations of forecasts.
• Ensure high-quality and accurate forecasts through best practices and continuous improvement.
• Oversee consultative partnerships across multiple stakeholders with strong understanding of business drivers and underlying data 
• Lead and persuade others while positively influencing the outcome of team efforts

Required Qualifications, Capabilities, and Skills:

• Bachelor Degree with 5+ years of experience operating as an analytics professional in a quantitative field: Statistics, Analytics, Data Science, Economics, Mathematics, Business, and related disciplines 
• 2+ years of People leadership experience.
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Hands-on experience developing forecasts
• Proficient in analytics tools or programming languages like Python, Alteryx, R or SAS
• Strong analytical thinking, influence and problem-solving
• Demonstrated relationship building skills, with a superior ability to make things happen through the use of positive influence

Preferred Qualifications, Capabilities, and Skills:

• 3+ years’ experience working in large call center, multi-site, or similar environments
• 3+ years’ experience in Workforce Planning ( forecasting, staffing, scheduling, real time and/or project management)
• Familiarity with basic data table operations (SQL, Hive, etc.)
• Advanced expertise with Time Series forecasting techniques