• Job Description

  Req#: 210516419

  Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area?

  The 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. Responsibilities include entering and reporting schedule and exception activity, providing management with performance reports relating to forecasting, scheduling, service level and Specialist performance, while using eWorkforce Management (eWFM), Real Time Adherence (RTA), Webstats, and/or other various software applications to perform duties.

  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. Engage with other business functions to discuss recommendations and execute changes (eWFM, Routing, Leadership)
  • Provide Weekly, Daily, or interval level call forecasting
  • Supports process improvements and best practice identification. May participate in projects and provide subject matter expertise

  Required qualifications, skills and capabilities

  • 4+ years’ experience working in large call center, multi-site, or similar environments and 2+ years’ experience in workforce management role
  • Knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s required. Show high levels of professionalism and confidentiality at all times. Experience with Praesto, RTP/Pulse systems, and Webstats
  • Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
  • Excellent written and oral communication skills. Ability to demonstrate leadership capabilities. Excellent follow-up skills. Collaboration, communication, and presentation skills required
  • 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
  • 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
  • Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group. Must be flexible with work schedule to accommodate business needs

  Preferred qualifications, skills and capabilities

  • High proficiency in using MS Excel and reporting preferred
  • Experience with collaboration, communication, and presentation skills preferred
  • College degree or similar work experience preferred

  Shift Schedule:

  • While on training: 8am - 5pm ET / 8pm - 5am MNL
  • Production schedule: 8pm - 5am ET / 8am - 5pm MNL

• 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.

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