JPMorgan Workforce Analyst Individual Contributor - Mumbai 

India, Maharashtra, Mumbai 

461781675

Job Responsibilities:

• Manage projects and may be required to act as a project lead
• Provide strategic direction and support of Workforce Planning disciplines including scheduling, forecasting, and real-time adherence
• Participate in projects and provide subject matter expertise
• Support process improvements and best practice identification through increased level of experience
• Use of tools like Alteryx, Tableau and Python
• Understanding of Statistical concepts – Probability, Hypothesis Testing
• Perform root cause and trending analysis of historical performance, to identify areas of opportunity and make strategic recommendations
• Analyze trends, Seasonality and Lead efforts to execute changes to optimize service levels and staffing

Required Qualifications, Capabilities, and Skills:

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Ability to demonstrate leadership capabilities & Excellent follow-up skills
• Experience in Alteryx, Tableau or Basic Developer skills
• 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
• Strong skills in MS Excel, Access, PowerPoint, and SQL
• Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group

Preferred Qualifications, Capabilities, and Skills:

• 3+ years’ experience working in large call center, multi-site, or similar environments
• 3+ years’ experience processing, forecasting, staffing, scheduling, and/or project management
• Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s required
• WFM experience or knowledge
• Working knowledge of telephony/call routing and workforce platforms
• Knowledge of basic Statistical concepts, Data Science, and Analytical experience with certifications