JPMorgan Workforce Real Time Analyst 

Philippines, Quezon City 

807965659

Embark on a rewarding career journey as a Workforce Real Time Analyst. In this role, you will communicate call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.

As a Workforce Real Time Analyst in Chase Travel (CTJ), you will have the unique opportunity to manage and balance service levels across various business lines and locations. This role requires an individual with strong analytical and communication skills to efficiently utilize staffing resources and display understanding of key call center performance metrics actively. This role provides a platform for career growth and skill development, allowing you to create positive customer experiences while maintaining an efficient call center enterprise.

Job Responsibilities:

• Display knowledge and understanding of key call center performance metrics actively such as service level, average speed of answer, occupancy and adherence by monitoring and adjusting manual call volume allocations amongst internal and external partners to efficiently utilize staffing resources.
• Manage same day and short-term offline event scheduling for call center agents while maintaining acceptable performance of the call center and partner with the Workforce Management scheduling team in terms of IEX future exceptions to consistently maintain appropriate staffing levels.
• Monitor and retrieve all messages left on the call center agent call offline which includes updating agent schedules in IEX with the appropriate exception codes with respect to the current attendance guidelines and monitor Amazon Web Services (AWS) and real time adherence to assist the management teams with acceptable agent adherence to schedules.
• Analyze trends such as call volume, Average Handling Time (AHT), and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results.
• Manage agent profiles within Amazon Web Services (AWS) to best utilize all staffing resources and monitor available reports to effectively manage the performance each call center business and/or product to acceptable results.
• Join Help Desk bridge calls to relay how issues are impacting the call center and assist in the development of any reports and/or processes that increase the ability of the call center to plan acceptable performance results effectively and accurately.
• Communicate call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.

Required qualifications, capabilities, and skills:

• Minimum of 2 years of relevant working experience
• Ability to multitask, prioritize and meet deadlines.
• Strong analytical and communication skills and should have the ability to collect and assess data.
• Experience in Microsoft Excel, NICE IEX and AWS or other workforce tools.
• Ability to work with minimal supervision and has the ability to make decisions and solve problems.
• Must be willing to work in shifting schedules.
• Must be okay to work onsite in Bonifacio Global City, Taguig.