JPMorgan Senior Manager Chase Travel Workforce Management 

Philippines, Quezon City 

829530460

Embark on a rewarding career journey as a Senior Manager for Workforce Management. In this role, you will be responsible for managing the call volume and agent activities across the network. This position encompasses any strategic real-time planning, tactical real-time management of call volume and KPI goals, including real-time analysis and subsequent troubleshooting of service level issues.

As a Senior Manager for Workforce Management in Chase Travel (CTJ), you will oversee the communication of performance and business needs with the operational management teams (includes communication with any outsourcing partners). Most of the requirement is based on real-time events and what the business needs to do to adjust any previous plans, but some preplanning activities should be done prior to the actual business day. You are also required to manage and develop a team of direct reports.

Job Responsibilities:

• Manage the real-time strategic planning process
• Manage the Advisor scheduling strategic planning process
• Manage the process of analyzing data for tactical changes required to be put in place in order for performance goals to be achieved within the call center
• Oversee and or deliver the appropriate communication to the business regarding call center performance and future needs and/or adjustments
• Identify Service Delivery opportunities within the change management cycle, analyze and take the appropriate action to ensure that all opportunities are maximized to meet or exceed goals.
• Liaise with and build strong relationships with key internal customers and stakeholders to ensure that their expectations are being met and managed at all times. Includes but not limited to Senior Management Team, Contact Centre Managers, Telecoms, Product, Marketing and Client Management.
• Lead and manage direct and indirect reports to maximize team performance and output

Required qualifications, capabilities, and skills:

• College degree or equivalent work experience
• Must have at least 3 years of management experience in a call center and/or workforce management environment
• Proficiency in MS Office including Word, PowerPoint and Excel
• Demonstrated understanding of WFM processes within a contact center
• Excellent analytical and problem solving skills
• Excellent verbal and written communication skills
• Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
• Must be able to work in a fast paced environment handling multiple activities simultaneously
• Knowledge of call center systems and metrics (i.e. IEX, CMS, service level management, etc.)

Preferred qualifications, capabilities, and skills:

• Travel industry experience