Real-Time Workforce Planner — Scheduling & Operations

JPMorgan Chase & Co.

City of Edinburgh

On-site

GBP 35,000 - 52,000

Full time

6 days ago

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Job summary

JPMorgan Chase & Co. in Edinburgh is seeking a Workforce Planning Analyst - Real Time, Scheduling, Workflow to join the Workforce Planning team.

You will protect intraday service, maintain schedules, and coordinate workflow across queues, skills, and channels, partnering with operational leaders to ensure disciplined delivery. The role focuses on intraday management, schedule building and workflow allocation for a high-volume, multi-channel contact centre, with possible emphasis on real-time,

Qualifications

Experience in real-time/intraday management within a contact centre.
Strong problem-solving and data-analysis abilities.
High proficiency in Microsoft Office, especially Excel.
Excellent communication and stakeholder collaboration skills.

Responsibilities

Monitor intraday performance across channels and coordinate actions to protect service levels.
Maintain real-time schedules and intraday controls across WFM tools.
Support incident response and document impacts and actions taken.
Coordinate scheduling and workflow allocation to reflect inputs and constraints.
Provide clear operational communications on schedule changes and decisions.