JPMorgan JP Morgan Wealth Management- Analyst Workforce Management Scheduling 

United States, Texas, Plano 

61581719

As a Workforce Management Scheduler Analyst within the J.P. Morgan Wealth Management team, you will be responsible for determining and maintaining official schedules for contact center professionals. You will perform staffing analysis, modify employee schedules to meet business needs and performance targets, and oversee staffing schedule optimization across multiple sites. You will also participate in leadership calls, communicate overtime and time off requirements to leadership, and partner with training to onboard new hires and internal transfers to business systems. This role provides an opportunity to apply your strategic mindset and analytical skills in a dynamic and challenging environment.

Job responsibilities

• Determines and maintains official schedules for contact center professionals
• Performs staffing analysis and modifies employee schedules to meet the needs of the business and performance targets
• Determines timeframes/provide approval for pre-planned and real-time exception requests (i.e. coaching, team meetings, breaks, lunch, vacation days, etc.)
• Monitors and schedules offline work activities to ensure both online and offline follow-up time is planned appropriately to complete offline requirements, while maintaining appropriate phone service levels.
• Oversees of staffing schedule optimization across multiple sites, queues and/or business functions to ensure appropriate staffing towards maintaining service levels at the 30 minute interval
• Participates in daily and weekly leadership calls, identifying opportunities and recommendations for improving current day availability
• Communicates overtime and time off requirements to leadership and obtains the necessary resources
• Partners with training and onboards new hires and internal transfers to business systems
• Processes schedule-related requests submitted through tickets

Required qualifications, capabilities, and skills

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

Preferred qualifications, capabilities, and skills

• Prefer 1-2 years of Workforce Management experience in a 500+ seat environment
• Prefer Alvaria and Intradiem application experience