Workforce Analyst

Job Description
As a Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the CIB Solution Center and Commercial Card contact centers. The Workforce Analyst Role is responsible for the real time monitoring of day-to-day service levels for multiple LOB's as well as aligning business resources (our employee schedules) to ensure the line of business achieves key performance standards while maintaining the highest level of service to our call-center specialists.
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
• Perform root cause and trending analysis using historical performance of knowledge groups to identify areas of opportunity and make strategic recommendations
• Provide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategy
• Perform advanced root cause analysis to identify areas of opportunity and make strategic recommendations to leadership

Required qualifications, capabilities and skills:

• 4+ years' experience working in large call center, multi-site, or similar environments
• 2+ years' experience in workforce management role
• Experience with Praesto, RTP/Pulse systems, and Webstats
• Collaboration, communication, and presentation skills required
• College degree or similar work experience preferred
• Show high levels of professionalism and confidentiality at all times
• Knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB's required

Preffered 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

About Us
JPMorganChase, 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
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.