JPMorgan Workforce Senior Specialist II Praesto Skilling Team 

India, Maharashtra, Mumbai 

698798153

Job Responsibilities:

• Maintain skill set, including skilling/re-skilling specialists
• Call routing verification and auditing
• Analyze call routing data and performance metrics to identify trends, patterns, and areas for improvement.

Required Qualifications, Capabilities, and Skills:

• 2+ years’ experience in real time and/or scheduling in a large call center, multi-site, or similar environment
• Proficiency with Alvaria (eWFM), Genesys Scheduling software, and/or similar Workforce Planning platforms
• Working knowledge of Alteryx, Python, and excellent presentation skills
• High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, etc.)
• Working knowledge of workforce planning practices and contact center metrics
• Excellent written and oral communication skills
• Highly detail-oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete projects/tasks, and be flexible with work schedule to accommodate business needs

Preferred Qualifications, Capabilities, and Skills:

• Experience in writing complex SQL queries, with knowledge of assessing, sourcing data, and optimizing data structures
• 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
• Experience in business analysis, reporting, data review, root cause analysis and resolution in a workforce management profile
• Ability to work in a consistently fast-paced, high-volume, high-stress environment
• Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s preferred