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Workforce Analyst II (Manager)

10.00 to 12.00 Years   Mumbai City   03 May, 2021
JPMorgan
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

As a Workforce Analyst II within the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB) you will lead processes and projects that support the alignment of business resources to ensure key performance standards are met while ensuring the highest level of service to our customers. The Workforce Management team is responsible for the planning and scheduling of Call Center Specialists supporting the CCB Contact Centers.Duties:

  • Responsible for managing a team of workforce management specialists, analysts
  • Responsible for project management and may be required to act as a project lead
  • Engage business partner (eWFM, Routing and Leadership) and project managers to drive strategic recommendations and implement changes that improve the business
  • Determine workforce management strategies to support operational strategies and ensure implementation
  • Provide oversight of one or more Workforce Management functions, ensuring that all changes and activities are coordinated across sites and business functions to support overall business strategy
  • Provide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategy
  • Oversight of staffing schedule optimization across multiple sites to ensure appropriate staffing to maintain service levels
  • Drive Process Improvement and Best Practices to ensure optimal service levels and staffing
  • Responsible for Regulatory Control Reports/Auditing
  • Responsible for procedure/policy documentation and evergreen processes including oversight for WFM documentation
  • Ad hoc duties as assigned
Skills:
  • Working knowledge of analytical/data mining systems (i.e., SQL, Python, Tableau)
  • Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc.)
  • Excellent written and oral communication skills
  • Strong Experience in business analysis, reporting of business data, problem identification, resolution, and root cause analysis
  • Ability to partner collaboratively with key stakeholders
  • Demonstrated ability to work fluidly with people at a variety of levels internally and externally
  • Strong leadership attributes
Qualifications:
  • 10+ years Financial Services Contact Center experience preferred
  • Working knowledge of telephony/call routing and workforce platforms
  • Strong understanding of cross-LOB Workforce Management practices
  • Proven experience leading or supporting project initiatives
  • Management experience preferred
,

Keyskills :
forecastingbillingblack beltcitrixdeliveryroot causeservice levelcontact centermultiple sitesservice levelsmicrosoft officecall center

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