workforce senior specialist ii - ManilaJPMorgan Chase

Job Description:
The Workforce Sr Specialist II within the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB) will be responsible for the real time monitoring and day-to-day service levels for CCB Contact Centers. Partnering with the Workforce Planning Analysts (Forecasters and Schedulers) individuals will perform daily attendance line support and reporting while administering to multiple LOB's. Responsibilities also include entering and reporting schedule and exception activity, providing management with performance reports relating to forecasting, scheduling, service level and Specialist performance, while using eWFM (eWorkforce Management), RTA (Real Time Adherence), CMS (Lucent Centre View) or other various software applications to perform duties.
Duties
Skilling/Re-skilling Specialists using CMS
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
Tier 1 troubleshooting for business interruption and escalation as appropriate"
Skills
Critical Thinking
Ability to demonstrate leadership capabilities
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"
Qualifications
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 eWFM scheduling software and/or CentreVu Supervisor preferred
Experience with Automatic Call Distribution (ACD) and/or Call Management System (CMS) systems and reports preferred
High proficiency with Microsoft Word and Excel
Show high levels of professionalism and confidentiality at all times
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 Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
JPMorgan Chase

Metro Manila
Permanent
Full-time