JPMorgan Workforce Analyst RTA Lead/Intradiem 

India, Maharashtra, Mumbai 

605621241

As a Workforce Analyst on the Real-Time Lead & Intradiem team within Workforce Planning, you will be responsible for leading 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. You will perform ad-hoc duties as assigned and may be required to lead a team on projects/initiatives to provide direct support to CCB Operations Call Centers.

Job Responsibilities:

• Ensure judicious and optimum requirement for Overtime to help deliver Organizational Thresholds for Service Level goals, by recommending changes and driving efficacy
• Analyze Root Cause for Overtime Requirements – Initiate discussions with strategic recommendations to support execution of mitigations
• Project management and may act as a project lead
• Responsible for Line of Business (LOB) ownership and calibration
• Responsible for relief team manager duties as needed
• May participate in projects and provide subject matter expertise
• Supports process improvements and best practice identification

Required Qualifications, Capabilities, and Skills:

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Ability to demonstrate leadership capabilities
• Excellent written and oral communication skills and Experience with collaboration, communication, and presentation
• Strength in quantitative analysis, critical thinking, problem solving, and innovation
• Highly detail oriented and ability to work on multiple projects/tasks simultaneously
• 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
• Excellent follow-up skills
• High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.) and Alteryx (or similar data management language)

Preferred Qualifications, Capabilities, and Skills:

• 3+ years’ experience working in large call center and multi-site environments
• 2+ years’ experience with eWorkforce scheduling software, Call Management Systems (RTP/Pulse) staffing, scheduling, and/or project management
• College degree or similar work experience preferred
• Show high levels of professionalism and confidentiality at all times
• Proficient knowledge and understanding of Workforce Planning platforms and practices