JPMorgan Team Lead Chase Travel Workforce Management 

Philippines, Quezon City 

863275709

Embark on a rewarding career journey as a Team Lead for Workforce Management. In this role, you will 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. This role will deliver creative, relevant and meaningful insight on business performance by interpreting operational processes, identifying data anomalies, patterns, KPI relationships and trends.

As a Team Lead for Workforce Management in Chase Travel (CTJ), you will support the Contact Centre Managers in the achievement of KPI’s through the effective use of Real Time Adherence (RTA). You will also ensure that your direct reports receive effective communication through one-on-ones, team meetings, reviews and ad hoc feedback

Job Responsibilities:

• Lead and manage direct and indirect reports to maximize team performance and output
• Identify Service Delivery risks within the change management cycle, analyze, and take action to mitigate / remove them ensuring that objectives are achieved or exceeded, including but not limited to budget targets, customer journey, and employee work/life balance.
• Support the operations and allocate resources effectively on the day, feeding back variance to forecast metrics (AHT, demand, shrinkage) and providing strategic options to improve performance position.
• Collaborate with department managers to ensure that risks are clearly understood and mitigated where appropriate, ensuring that they are able to make informed tactical decisions with regards to the deployment of resources within their departments
• Produce daily, weekly and monthly reports in a timely manner that supports the planning cycle and key stakeholder requirements, such as Client, Management Team, product and Marketing including but not limited to Schedule Adherence, AHT, Daily/Weekly/Monthly Service Levels, Alert reporting, Trend / Root Cause Analysis (RCA), IVR MI and Ad hoc requests.
• 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.
• Assist in the development and continuous improvement of current and new processes, ensuring that these meet key stakeholder needs

Required qualifications, capabilities, and skills:

• College degree or equivalent work experience
• Must have at least 2 years of Supervisory experience within Workforce Management in a call center 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