JPMorgan Reporting Analyst - Workforce Planning 

United Kingdom, Scotland 

536741785

As a Reporting Analyst within the Planning team, you will be responsible for creating insightful reporting to share with key stakeholders across all of the relevant metrics that Planning and our operations share a vested interest in. This will involve taking data feeds from various systems and locations and turning the data in to easy to use views that can be used to drive efficiency and increased understanding of performance.

Job Responsibilities:

• Develop a suite of standard reports focused on Planning related metrics including but not limited to adherence, shrinkage, demand, absence and AHT
• Manage capacity at site level in terms of seating allocation requirements, working with scheduling teams to manage work from home planning
• Manage staffing list, hierarchy changes to ensure information is always up to date and provided to the relevant departments.
• Liaise with operational stakeholders to review report requirements and deliver to deadlines
• Ensure all reports are consistent in look and feel and are accurate at all times
• Drive improvement in data availability to facilitate ease of reporting
• Consult to improve understanding on all things data and reporting, across the various stakeholder groups
• Work with the other members of the Planning team to ensure all data/reporting requirements are met, internal to the team.
• Perform ad hoc duties as assigned

Required qualifications, capabilities, and skills:

• Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
• Financial Services Call/Contact Centre experience
• Strong skills in Microsoft Office products (Excel, Word, PowerPoint etc.)
• Knowledge of SQL, Alteryx, Power BI etc
• Strong working knowledge of telephony/call routing and workforce management platforms (i.e. eWFM, WFO)
• Experience in using AWS (Amazon Connect), Salesforce, Feedzai
• Excellent communication skills
• Ability to partner and work collaboratively with others
• Demonstrated ability to influence people at a variety of levels