Real-Time Scheduling Analyst, Workforce Planning

JPMorgan Chase & Co.

Easter Howgate

On-site

GBP 45,000 - 65,000

Full time

6 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

JPMorgan Chase & Co. is seeking a Workforce Planning Analyst - Real Time, Scheduling & Workflow to support a high-volume contact centre. You will monitor intraday performance, maintain schedules, and coordinate workflow across queues and channels, while collaborating with leaders and cross-functional teams to ensure disciplined delivery.

The role emphasizes real-time execution, incident support, and clear operational communications to stay aligned through the day.

Qualifications

Experience in real-time / intraday management, scheduling, and/or workflow management within contact centres.
Strong problem solving and judgment; translate data into actions.
Experience with data analysis and strong analytical thinking.
MS Office proficiency: Excel required, plus Word/PowerPoint.
Excellent attention to detail; multitask and meet deadlines.
Confident communication; influence stakeholders at various levels.
Comfortable in a fluid, changing-priority environment with discipline.

Responsibilities

Monitor intraday performance across calls, chats and back-office workloads and coordinate actions.
Execute intraday controls, move resources, manage off-phone time and priority sequencing.
Maintain real-time schedules and intraday plans in WFM tools and systems.
Support incident response with structured escalation and documentation.
Facilitate daily routines with clear ownership and next steps.
Build, publish and maintain schedules; manage workflow allocation across queues and channels.
Plan off-phone activities to protect service delivery and readiness.
Maintain staffing lists and communicate changes clearly.