Job Description

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General Requirements for Role

The Workforce Analyst is a part of the Forecasting Team within Workforce Planning and is responsible for forecasting volumes, handle times and shrinkage to ensure the line of business achieves key performance standards while maintaining the highest level of service.

Job Responsibilities:

• Advanced knowledge of Alvaria eWorkforce Management (eWFM) platform application & Microsoft Excel
• Providing requirements by accurately forecasting demand (volume and average handle time) and supply (shrinkage) metrics for Staffing Strategy & Execution and Real Time Teams to plan staffing, events, and overtime needs
• Monitor overall health of the Line of Business through key metrics and data [i.e., mean absolute percentage error (MAPE), historical actuals, seasonality trends, changes in environment]
• Perform root cause analysis to identify Line of Business forecasting deficiencies and make strategic recommendations and participate in Strategy Meetings with Business Leaders as the Subject Matter Expert for the short-term strategy plan.
• Support process improvements, best practice identification and execution
• Provide accountability for input of clean, accurate data through internal auditing process.
• Adhering to internal and external deadlines to ensure Line of business has an accurate 90 day forecast that aligns with goals provided by Demand team.

Required Qualifications, Capabilities, and Skills:

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Strong experience in business analysis, reporting, data review, and root cause analysis and resolution
• Strength in critical thinking, problem solving, and innovation
• Highly detail oriented, ability to work with multiple Lines of Businesses and projects simultaneously, manage time and task appropriately, and prioritizes to meet deadlines efficiently
• Ability to work in a consistently changing, fast-paced, high-volume, high-stress environment with the ability to work independently and in a group.
• Experience with collaboration, communication, and presentation.
• Advance experience with Excel

Preferred Qualifications, Capabilities, and Skills:

• 3+ years\' experience working in large call center, multi-site, or similar environments
• 3+ years\' experience in Workforce Planning (forecasting, staffing, scheduling, real time and/or project management)
• College degree or similar work experience preferred
• Knowledgeable in Python and Alteryx

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.

Operations teams develop and manage innovative, secure service solutions to meet clients\' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

JPMorgan Chase