Job Description

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The analyst will be responsible for the improvement of customer contact effectiveness. The analyst will perform trend and metric analysis around customer contact opportunities through network staffing and schedule sequencing. The analyst will be responsible for making and communicating decisions based on strategies and processes related to scheduling and other key metrics, supporting operational goals and business priorities. Other ad hoc reporting and analysis will be assigned daily. They will interact with Operations leadership to ensure the implementation enables effective delivery and execution in an Operations environment. The position requires a high degree of creativity along with analytical skill

Job Responsibilities:

• Centralized cross platform team to provide reporting, auditing support
• Provide service level oversight, ensuring that service level strategies across sites/queues/business functions are complimentary and support overall business strategy
• Escalate trends and recommendations to leadership
• Supports process improvements and best practice identification through increased level of experience
• Add intelligence to reports which requires to discover sources which house information
• Talk to multiple partners and get agreement from all before initiating any change Ad hoc duties as assigned

Required qualifications, skills & capabilities:

• Strong skills in MS Excel, Access, and PowerPoint
• Working knowledge of Alteryx and Tableau would be preferred
• 3+ years of WFM experience is a must
• Basic knowledge of telephony/call routing and workforce platforms
• Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis required
• Strong understanding of cross-LOB Workforce Management practices
• Proven experience leading or supporting project initiatives
• Excellent written and verbal communication skills
• Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
• Ability to partner and work collaboratively with business partners

About Us:

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world\'s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants\' and employees\' religious practices and beliefs, as well as any mental health or physical disability needs.

About the Team:

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We\'re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.

We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.

JPMorgan Chase