The Workforce Analyst I is responsible for aligning business resources (our employee schedules) to ensure the Division achieves key performance standards while maintaining the highest level of service to our card members in a blended calling environment.
This person will be responsible for the improvement of customer contact effectiveness. This individual will regularly perform trend and metric analysis around customer contact opportunities through network staffing and schedule sequence analysis.
This individual will be responsible for making and communicating decisions based on strategies and processes related to scheduling and other key metrics supporting operational goals and business priorities.
They will need to be able to review and update staffing models, and capacity plans to make appropriate recommendations to the Division.
He / she will manage approval process automation development to ensure appropriate staffing is consistently maintained. Other ad hoc reporting and analysis will be assigned as needed.
They will interact with Operations leadership to ensure the implementation enables effective delivery and execution in an Operations environment.
The position requires a high degree of creativity along with analytic skills.
Perform root cause and trending analysis of historical performance of knowledge groups / queues 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
Oversight of staffing schedule optimization across multiple sites , queues and / or business functions to ensure appropriate staffing to maintain service levels
Perform advanced root cause and trending analysis of historical performance of knowledge groups / queues to identify areas of opportunity and make strategic recommendations
Escalate trends and recommendations to leadership
Lead efforts to execute changes to optimize service levels and staffing schedules
Engage and build strategy within the workforce management functions
Engagement with other business functions (eWFM, Routing, Leadership)
May participate in projects and provide subject matter expertise
Supports process improvements and best practice identification through increased level of experience
Complete creation of new hire schedules for the business
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M / F / Disability / Veteran
Required Skillset / Experience :
Strong skills in MS Excel, Access, and PowerPoint
3+ years direct Financial Services Call / Contact Center experience preferred
Working knowledge of telephony / call routing and workforce platforms
Strong understanding of cross-LOB Workforce Management practices required
Excellent people management skills
Proven experience leading or supporting project initiatives
Excellent written and verbal communication skills
Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
Ability to partner and work collaboratively with business partners
Demonstrated ability to influence people at a variety of levels internally and externally