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workforce Analyst i - forecasterJPMorgan Chase

Workplace: MetroManila, Manila
Salary: Agreement
Work form: Full time
Posting Date: 22/07/2021
Deadline: 22/08/2021
Job Description:
Job Description:
As the Workforce Analyst I - Forecaster within the International Consumer - Service Operations Team, you are responsible for determining an accurate short to medium-term volume patterns in a 24/7 operations across different channels and work types, to ensure our business resources (our employee schedules) are aligned which will support the line of business achieving key performance standards, reduce waste due to overstaffing and help increase employee morale through work-life balance.
Duties/Responsibilities:
Perform root cause and trending analysis using historical performance of business functions to identify areas of opportunity and make strategic recommendations
Provide service level oversight, ensuring that service level strategies across sites and functions are complimentary and support overall business strategy
Provide Weekly, Daily, Yearly or interval level call, chat, case forecasting
Engage with other business functions to discuss recommendations and execute changes (Operations SLT, Tribe Leaders, Change Management, Release Management, etc)
Oversight of staffing schedule optimization across multiple sites to ensure appropriate staffing to maintain service levels
May participate in projects and provide subject matter expertise
Supports process improvements and best practice identification
Ad hoc duties as assigned
May lead a team of employees
Required Skillset/Experience:
2+ years direct Financial Services Call/Contact Center experience preferred
4+ years performing WF Forecasting function
Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc.)
Strong working knowledge of telephony/call routing and workforce management platforms (ie eWFM, WFO)
Experience in using AWS (Amazon Connect), Salesforce, Feedzai are a HUGE PLUS
Strong understanding of cross-LOB Workforce Management practices required
Proven experience leading or supporting project initiatives
Excellent written and verbal communication skills
Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
Ability to partner and work collaboratively with others
Demonstrated ability to influence people at a variety of levels internally and externally
Internal Application Eligibility Requirements
TENURE:
Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
Meets satisfactory performance standards as defined by the firm
Not enrolled in Performance Coaching
CORRECTIVE ACTION:
· Employees who were given written warning or higher and within the prescriptive period are not eligible to apply.
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm's HR Policies and Guidelines.
Consult your Manager for any specific guidelines for your line of business or if you're unsure about your eligibility for an internal application.
Make sure your profile is updated in the new me@jpmc
Hiring and discuss internal mobility plans with your Manager at the soonest time possible. Attaching your updated resume is encouraged.
In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.
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

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Metro Manila
Permanent
Full-time

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