Real-Time Scheduling & Workflow Planner

JPMorganChase; City of Edinburgh; On-site; GBP 55,000 - 75,000; Full time

Job summary

J.P. Morgan is seeking an Workforce Planning Analyst - Real Time, Scheduling, Workflow to join its Workforce Planning team.

The role focuses on intraday service management, schedule build and maintenance, and workflow allocation for a high-volume multi-channel contact centre environment. Based in the UK, the role supports day-to-day operations across calls, chats, and back-office workloads with a strong emphasis on real-time execution and stakeholder coordination.

Qualifications

• Experience in real-time / intraday management, scheduling, and/or workflow management within a call/contact centre environment.
• Strong problem-solving capability and sound judgement, with the ability to translate data into practical operational actions.
• Experience with data analysis and have strong analytical thinking skills
• High proficiency in Microsoft Office (Excel required, and Word, PowerPoint).
• Strong attention to detail, with the ability to manage multiple concurrent tasks, prioritise effectively, and deliver accurately under time pressure.
• Confident communication skills (written and verbal), including the ability to influence stakeholders at different levels and work effectively across operations and partner teams.
• Comfortable operating in a fluid environment with changing priorities, while maintaining control, discipline, and stakeholder confidence.

Responsibilities

• Monitor intraday performance across calls, chats, and back-office workloads, and coordinate actions to protect service levels.
• Execute intraday controls, including moving resources between activities, controlling off-phone time, and sequencing priority actions in line with agreed operational guardrails.
• Maintain real-time schedules and intraday controls within the WFM and real-time tools, including managing exceptions and keeping intraday plans current.
• Support incident and business interruption response, including tier 1 troubleshooting, structured escalation, and clear documentation of impacts and actions taken.
• Facilitate (or contribute to) daily operational routines, ensuring actions, owners, and immediate next steps are clear.
• Build, publish, and maintain schedules, and manage schedule changes to reflect agreed operational inputs and constraints.
• Coordinate workflow allocation across queues, skills, and channels to support consistent execution and timely completion of work.
• Plan and influence the timing and participation of off-phone activities to protect service delivery while enabling operational readiness.
• Maintain staffing lists and hierarchy changes to ensure records remain current and usable for day-to-day operations.
• Provide clear operational communications on schedule changes, allocation changes, and intraday decisions, ensuring ownership and timing are unambiguous.

Skills

Real-time / intraday management

Problem solving

Data analysis

Microsoft Office (Excel)

Attention to detail

Stakeholder communication

Adaptability in changing priorities

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

J.P. Morgan is seeking an Workforce Planning Analyst - Real Time, Scheduling, Workflow to join its Workforce Planning team.

The role focuses on intraday service management, schedule build and maintenance, and workflow allocation for a high-volume multi-channel contact centre environment. Based in the UK, the role supports day-to-day operations across calls, chats, and back-office workloads with a strong emphasis on real-time execution and stakeholder coordination.