cxloyalty - real time AnalystJPMorgan Chase

Job Description:
RESPONSIBILITIES:
Actively display knowledge and understanding of key call center performance metrics such as service level, ASA, occupancy, adherence, etc. by:
monitoring and adjusting manual call volume allocations amongst internal and external partners to efficiently utilize staffing resources and to meet any necessary contractual obligations
making recommendations to route calls more efficiently within the telephony routing structure to better utilize all staffing resources and to meet any necessary partner contractual obligations
coordinating and managing same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
partnering with the WFM scheduling team to schedule IEX future exceptions in order to consistently maintain appropriate staffing levels
monitoring AWS and RTA to assist the management teams with acceptable agent adherence to schedules
monitoring and timely retrieving all messages left on the call center agent call off line; includes updating agent schedules in IEX with the appropriate exception codes with respect to the current attendance guidelines, and entering any appropriate information into the attendance database
analyzing trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
managing agent profiles within AWS to best utilize all staffing resources
monitoring available reports to effectively manage the performance each call center business and/or product to acceptable results
joining Help Desk bridge calls to relay how issues are impacting the call center
assisting in the development of any reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
Effectively communicate call center performance and information by:
providing the business informational updates regarding the recent, current, and future state of the business; the communication should at minimum address: what is the situation, what is being done to address the situation, when the situation started, when the situation is expected to return to normal, why the situation started and what are the long and/or short term impacts to the business
establishing meetings to communicate information with business leaders to set expectations and confirm business needs to allow the business to make sound decisions
providing the business timely status updates on projects and initiatives
Complete necessary reports, ad hoc reports and training materials
All other duties as assigned
About Us: cxLoyalty, a subsidiary of JPMorgan Chase, is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards, merchandise and incentives while using data and analytics to personalize, optimize and deliver a world-class customer experience. We have more than 40 years of experience designing, administering and fulfilling market leading loyalty programs for our respected clients and their customers. Based in Stamford, Conn., cxLoyalty has more than 1,700 associates and provides services to consumers located in 14 countries.
About the Team:
cxLoyalty is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards and merchandise and world-class personalized customer experience. As a leading provider of loyalty technology solutions, we have more than 40 years of experience designing, administering and fulfilling market-leading loyalty programs for our respected clients and their customers. We increase customer lifetime value by making each experience personal and inspire consumers to spend, grow and advocate.
An entrepreneurial spirit, along with the energy and commitment of our employees, is the cornerstone of our success. We provide the tools to manage and positively impact all aspects of your well-being so that you can be more fulfilled, more engaged, and more productive. We're solving the industry's most interesting problems with its brightest talent, at a scale where everyone feels connected. Our quest to acquire and develop world-class talent is ongoing.
JPMorgan Chase

Metro Manila
Permanent
Full-time