JPMorgan Workforce Management Analyst - Payments 

United States, Florida, Tampa 

503931223

Job responsibilities

• Provide service level oversight through real time monitoring of service levels, ensuring that service level strategies across sites/queues/business functions are complimentary and support overall business strategy
• Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required
• Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.
• Maintain real time schedules and complete real time analysis
• Complete real time segment entry of incoming requests within predefined guidelines that require analysis of service level
• Perform Tier 1 troubleshooting for business interruption and escalation as appropriate
• Perform root cause and trending analysis using historical performance of knowledge groups to identify areas of opportunity and make strategic recommendations

Required qualifications, skills, and capabilities

• 4+ years experience working in large call center, multi-site, or similar environments
• 2+ years experience in a workforce management role
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Excellent written and oral communication skills
• Strength in quantitative analysis, critical thinking, problem solving, and innovation
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• 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

Preferred qualifications, skills, and capabilities

• High proficiency in using MS Excel, Alteryx, Tableau reporting
• Experience with collaboration, communication, and presentation skills
• Flexibility with work schedule to accommodate business needs

Work Schedule

• Shift schedule will be 11am - 8pm M-F for both locations
• This hybrid role requires going into the office three days a week with two days' flexibility to work from home, subject to change