workforce analyst Edinburgh, Scotland
Job description
Here at Chase the Workforce Planning team provides workforce products, technologies, scheduling, forecasting and real time support for our Contact and Back-Office Centres. We currently have a vacancy for a Real Time Analyst (Workforce Analyst) to be responsible for the real time monitoring and day-to-day service levels across calls, chats, and back-office workloads.
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 centre 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
Required qualifications, capabilities, and skills
- Experience with Real Time call and chat monitoring systems and reports, with detailed knowledge of Call Centre Operations, Contact Centre Metrics, and Workforce Planning practices and systems.
- High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.). In particular a detailed knowledge of Excel is required.
- 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
- 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
- Ability to work in a consistently fast-paced, high-volume, environment with the ability to work independently and in a group
- Excellent written and oral communication skills
Preferred qualifications, capabilities, and skills
- Proficiency with Workforce Management scheduling software or equivalent
- Strong collaboration, communication, and presentation skills
- Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-business
This is a rotational shift based role where the shift rota includes weekday work between 0700 and 2100 and weekend work between 0700 and 1500.
#ICBCareer
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
