J.P. Morgan
Workforce Analyst - Planning Analyst
This job is now closed
Job Description
- Req#: 210470123
- Develop a suite of standard reports focused on Planning related metrics including but not limited to adherence, shrinkage, demand, absence, and average handling times
- Responsible for managing capacity at site level in terms of seating allocation requirements, working with scheduling teams to manage work from home planning
- Managing staffing list, hierarchy changes to ensure information is always up to date and provided to the relevant departments
- Liaise with operational stakeholders to review report requirements and deliver to deadlines. Ensure all reports are consistent in look and feel and are accurate at all times
- Drive improvement in data availability to facilitate ease of reporting. Consult to improve understanding on all things data and reporting across the various stakeholder groups
- Work with the other members of the Planning team to ensure all data/reporting requirements are met, internal to the team
- Ad hoc duties as assigned related to the work of the Workforce and Planning team
- Skills and experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
- Strong skills in Microsoft Office products (Excel, Word, PowerPoint etc.)
- Strong working knowledge of telephony/call routing and workforce management platforms (i.e., eWFM, WFO)
- Excellent written and verbal communication skills
- Ability to partner and work collaboratively with others
- Demonstrated ability to influence people at a variety of levels
- Financial Services Call/Contact Centre experience
- Knowledge of SQL, Alteryx, Power BI etc advantageous but not essential
- Experience in using AWS (Amazon Connect), Salesforce, Feedzai are beneficial
Are you looking for a new role where you can use your workforce analysis and planning skills?
We continue to expand our consumer business in the UK and have an opportunity within our Service Operations Team for a Workforce Analyst – Planning Analyst.
Summary:
As the Workforce Analyst – Planning Analyst you would be responsible for creating insightful reporting to share with key stakeholders covering all the relevant metrics where Planning and our Operations share a vested interest. This will involve taking data feeds from various systems and locations and turning the data in to easy-to-use views that can be used to drive efficiency and increased understanding of performance.
Job Responsibilities:
Required qualifications, capabilities, and skills:
Preferred qualifications, capabilities, and skills:
#ICBCareers
About the company
J.P. Morgan is a leader in financial services, offering solutions to clients in more than 100 countries with one of the most comprehensive global product platforms available. We have been helping our clients to do business and manage their wealth for more than 200 years. Our business has been built upon our core principle of putting our clients' interests first.
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.