JPMorgan Wealth Management Local Real-Time Specialist III 

Philippines, Quezon City 

504330274

Job summary:

As a Real-Time Workforce Analyst at J.P. Morgan Wealth Management, you will optimize workforce efficiency and support seamless operations, ensuring exceptional service delivery. You will collaborate with local contact center management, functional areas, and the Workforce Management (WFM) team to make intra-day staffing and resource adjustments in response to market conditions, contact queues, and service level objectives. We are committed to fostering a diverse and inclusive environment.

Job responsibilities:

• Perform staffing analysis and modify employee schedules to meet business needs.
• Oversee staffing schedule optimization across multiple sites, queues, and business functions to maintain service levels at 30-minute intervals.
• Participate in daily leadership calls, identify opportunities from the prior day, and recommend improvements for current day availability.
• Communicate overtime requirements to leadership and secure necessary resources.
• Reduce idle time and promote entitlement usage.
• Maintain and configure Aspect eWFM.
• Provide intraday and ad-hoc reporting as required.
• Lead efforts to execute changes optimizing staffing requirements and service levels.
• Engage with other business functions, including eWFM Admin, Leadership, and Technology.
• Participate in projects and initiatives supporting process improvements.

Required qualifications, skills, and capabilities:

• 2 years of call center experience with an emphasis on intraday support through schedule modification.
• Strong PC skills, including proficiency in Microsoft Office (Excel, PowerPoint, Word, and Visio).
• Strategic mindset and highly analytical thinker with sound business judgment.
• Maintain a positive attitude and act as a team player while delivering on high-priority, time-sensitive initiatives.

Preferred qualifications, skills, and capabilities:

• At least 1 year of Workforce Management experience in a 500+ seat environment.
• Experience with Aspect/eWFM application.