International consumer - wf real time specialistJPMorgan Chase

Job Description:
Duties/Responsibilities:
Skilling/Re-skilling Specialists
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
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
May participate in projects and provide subject matter expertise
Supports process improvements and best practice identification
Ad hoc duties as assigned
Required Skillset/Experience:
Critical Thinking
Analytical skills
Excellent verbal and communication skills
Ability to multi-task and prioritize task(s) in a high volume, high stress environment
Ability to be proactive, detail oriented, and organized, with good follow-up skills
Demonstrated ability to work fluidly with people at a variety of levels internally and externally
Two-year college degree or equivalent work experience
Minimum two years' experience in a call center that used automated tracking tools, including Workforce Management software required
Experience and knowledge of Call Center Operations within a multi-site environment
Proficiency with Aspect eWFM scheduling software
Proficiency in using Salesforce and AWS (Amazon Connect) are a HUGE PLUS.
High proficiency with Microsoft Word and Excel
Basic understanding of Workforce Management practices
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 professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
JPMorgan Chase

Metro Manila
Permanent
Full-time