J.P. Morgan
Workforce Sr Specialist II
This job is now closed
Job Description
- Req#: 210512728
- 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), and/or other various software applications to perform duties. 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
- Facilitation of daily status calls with the business
- Tier 1 troubleshooting for business interruption and escalation as appropriate
- 2+ years’ experience in Workforce as an Real Time Analyst.
- Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
- 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
- High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
- Proficiency with eWFM scheduling software and/or WFO
- Experience with Automatic Call Distribution (ACD) and/or Call Management System (RTP/Pulse) systems and reports
- College degree or similar work experience preferred.
- Preferred skills like VBA, Macro, Tableau & Alteryx.
The Workforce Senior Specialist II is a part of the Real-Time Adherence team within Workforce Planning is responsible for the real-time monitoring and day-to-day service levels for multiple lines of business under 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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