J.P. Morgan
Workforce Senior Specialist II (Skilling Team)
This job is now closed
Job Description
- Req#: 210535221
- Skill set maintenance, including skilling/re-skilling specialists
- Call routing verification and auditing
- Analyze call routing data and performance metrics to identify trends, patterns, and areas for improvement.
- 2+ years’ experience in real time and/or scheduling in a large call center, multi-site, or similar environment
- Proficiency with Alvaria (eWFM), Genesys Scheduling software and/or similar Workforce Planning platforms
- Working knowledge of workforce planning practices, and contact center metrics
- Excellent written and oral communication skills
- Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
- High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, etc.)
- Must be flexible with work schedule to accommodate business needs
- Working knowledge of Alteryx, Python and excellent presentation skills
- 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
- Experience in business analysis, reporting, data review, root cause analysis and resolution in a workforce management profile
- Ability to work in a consistently fast-paced, high-volume environment
What we do:
The Workforce Senior Specialist II is a part of the Skill Automation team within Workforce Planning and is responsible for managing skilling profiles and ensuring specialists are skilled correctly to receive incoming calls from Chase customers within the Praesto Bridge application and Alvaria eWorkforce Management (eWFM) platform for several groups across Consumer & Community Banking.
Job Responsibilities:
Required Qualifications, Capabilities, and Skills:
Preferred Qualifications, Capabilities, and Skills:
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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