Workforce Analyst

Join our dynamic International Consumer Banking team as a Workforce Analyst, where you will be part of the Real-Time Adherence team within Workforce Planning. This role offers the opportunity to monitor and manage service levels for multiple lines of business, providing a challenging and rewarding career path.

As a Workforce Analyst (RTA/Real Time) you are responsible for the real time monitoring and day-to-day service levels for multiple lines of businesses. Main responsibility is to monitor contact centre performance for all functions, identify staffing gaps then provide recommendations and strategy to process leads which includes overseeing cross function rotational tasks between calls & chat by allocating resources efficiently to ensure service level needs are met whether it be daily, weekly or intra-day changes.

Job Responsibilities

• Real time monitoring of service level
• Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required
• Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.
• Maintain real time schedules and complete real time analysis
• Complete real time segment entry of incoming requests within predefined guidelines that require analysis of service level
• Facilitation of daily status calls with the business
• Tier 1 troubleshooting for business interruption and escalation as appropriate
• Monitors contact centre performance for all functions, identify staffing gaps then provide recommendations and strategy to process leads.
• Oversees cross function rotational tasks between calls & chat by allocating resources efficiently to ensure service level needs are met whether it be daily, weekly or intra-day changes.
• Report, monitor, track and analyze contact center performance. Produces detailed and relevant reports for use in business decisions.

Required qualifications, capabilities, and skills

• 2+ years’ experience working in large call center, multi-site, or similar environments
• Proficiency with eWFM scheduling software and/or WFO required
• Experience with Automatic Call Distribution (ACD) and/or Call Management System (RTP/Pulse) systems and reports
• Experience with collaboration, communication, and presentation skills required
• College degree or similar work experience preferred
• Show high levels of professionalism and confidentiality at all times
• Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s required

Preferred qualifications, capabilities, and skills

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Ability to demonstrate leadership capabilities
• Excellent written and oral communication skills
• Strength in quantitative analysis, critical thinking, problem solving, and innovation
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Must be flexible with work schedule to accommodate business needs
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• Excellent follow-up skills
• Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
• High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
• Experience with collaboration, communication, and presentation skills preferred

JPMorgan Chase & Co., 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.