Workforce Senior Specialist II (Real-Time Adherence) at JPMC Candidate Experience page

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

0.0

Posted On

14 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Real Time Adherence, Service Levels, Forecasting, Scheduling, Performance Reporting, eWFM, RTA, Call Center Operations, Contact Center Metrics, Quantitative Analysis, Critical Thinking, Problem Solving, Microsoft Office, ACD, Call Management System

Industry

Financial Services

Description

Are you ready to join the team that is responsible for identifying the needs of call-center lines of businesses and optimizing service levels in real-time? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members. As a Workforce Senior Specialist II on the Real-Time Adherence team within Workforce Planning, you will be responsible for the real-time monitoring and day-to-day service levels for multiple lines of businesses under Consumer & Community Banking. Job Responsibilities: * Entering and reporting schedule and exception activity, providing management with performance reports relating to forecasting, scheduling, service level and specialist performance, while using eWorkforce Management (eWFM), Real Time Adherence (RTA), and/or other various software applications to perform duties. 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 * Faciliate daily status calls with the business * Supports business with Tier 1 troubleshooting for business interruption and escalation as appropriate Required Qualifications, Capabilities, and Skills: * 2+ years’ experience in Workforce as an Real Time Analyst. * Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices * 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 * High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.) Preferred Qualifications, Capabilities, and Skills: * Proficiency with eWFM scheduling software and/or WFO * Experience with Automatic Call Distribution (ACD) and/or Call Management System (RTP/Pulse) systems and reports * College degree or similar work experience preferred. * Preferred skills like VBA, Macro, Tableau & Alteryx. JPMorganChase, 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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs [https://careers.jpmorgan.com/us/en/how-we-hire/faqs] for more information about requesting an accommodation. 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.

Responsibilities

The specialist will be responsible for real-time monitoring and managing day-to-day service levels across multiple lines of business within Consumer & Community Banking. This includes entering schedule activity, reporting performance metrics, and optimizing service levels by adjusting off-phone time and employee movement.