Job Description

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Job Responsibilities

• Real time monitoring of service level
• 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
• Facilitation of daily status calls with the business
• 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
• Provide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategy
• Perform advanced root cause analysis to identify areas of opportunity and make strategic recommendations to leadership
• Engage with other business functions to discuss recommendations and execute changes (eWFM, Routing, Leadership)
• Provide Weekly, Daily, or interval level call forecasting
• May participate in projects and provide subject matter expertise
• Supports process improvements and best practice identification

Required Qualification, skills and Capabilities

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Ability to demonstrate leadership capabilities
• 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
• Must be flexible with work schedule to accommodate business needs
• 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
• Excellent follow-up skills
• Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
• High proficiency in using MS Excel and reporting preferred
• Experience with collaboration, communication, and presentation skills preferred

Preferred Qualification, skills and Capabilities

• 4+ years\' experience working in large call center, multi-site, or similar environments
• 2+ years\' experience in workforce management role
• Experience with Praesto, RTP/Pulse systems, and Webstats
• Collaboration, communication, and presentation skills required
• College degree or similar work experience preferred
• Show high levels of professionalism and confidentiality at all times
• Knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB\'s required

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: The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world\'s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

JPMorgan Chase