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JPMorgan Chase & Co,

Workforce Analyst II Manager

JPMorgan Chase & Co, - Tempe, AZ

Workforce Analyst II Manager','180056548','!*!

As a Workforce Analyst II within the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB) you will lead processes and projects that support the alignment of business resources to ensure key performance standards are met while ensuring the highest level of service to our customers. The Workforce Management team is responsible for the planning and scheduling of Call Center Specialists supporting the CCB Contact Centers.

 Duties:

·         Responsible for project management and may be required to act as a project lead

·         Responsible for managing a team of workforce management specialists, analysts, and/or people managers

·         Engage business partner and project managers to drive strategic recommendations and implement changes that improve the business 

·         Engage business partners (Call Routing, eWFM, Dialer, etc.) and when appropriate provide Workforce Management subject matter expertise and leadership within a project team  

·         Provide oversight of one or more Workforce Management functions, ensuring that all changes and activities are coordinated across sites and business functions to support overall business strategy 

·         Determine workforce management strategies that will support operational strategies and then ensure that these workforce strategies are implemented 

·         Drive Process Improvement and Best Practices to ensure optimal service levels and staffing 

·         Responsible for Regulatory Control Reports/Auditing 

·         Responsible for procedure/policy documentation and evergreen processes including oversight for WFM RSCA documentation 

·         Provide subject matter expertise within project teams 

Skills:

·         Strong skills in MS Excel, Access, and PowerPoint 

·         Understanding of Analytical/Data Mining Systems (i.e., Tableau, SQL)

·         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 collaboratively with key stakeholders

·         Demonstrated ability to  work fluidly with people at a variety of levels internally and externally 

·         Strong leadership attributes ','!*!

Qualifications: 

·         4 years Financial Services Contact Center experience preferred

·         Working knowledge of telephony/call routing and workforce platforms

·         Strong understanding of cross-LOB Workforce Management practices

·         Proven experience leading project initiatives

·         Prior management experience required','JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.','Operations','US-AZ-Tempe-Tempe Bldg F / 02979','','CONSUMER & COMMUNITY BANKING','Full-time','Standard','Day Job','','JPMorgan Chase & Co.','JPMorgan Chase & Co.','','','Workforce Analyst II Manager

21 days 12 hours ago

JPMorgan Chase & Co,

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Workforce Analyst II Manager JPMorgan Chase & Co, - Tempe, AZ, United States

   

Location: Tempe, AZ

Company Profile:
JPMorgan Chase (NYSE: JPM) is one of the oldest financial institutions in the United States. With a history dating back over 200 years, here's where we stand today: JPMorgan Chase (NYSE: JPM) is one of the oldest financial institutions in the United States. With a history dating back over 200 years, here's where we stand today: