Real-Time Workforce Planner: Scheduling & Workflow

Next Frontier Capital; Scotland; On-site; GBP 45,000 - 65,000; Full time

Job summary

J.P. Morgan is seeking a Workforce Planning Analyst to support real-time, scheduling, and workflow management within a high-volume contact centre environment.

The role focuses on intraday service protection, schedule builds, and cross-functional coordination to ensure timely, efficient operations. The position requires experience in real-time management, strong data analysis, and proficient use of Microsoft Office.

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.

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.

Skills

Real-time management

Scheduling

Workflow management

Data analysis

Analytical thinking

Stakeholder communication

Excel

Tools

Office suite

Job description

J.P. Morgan is seeking a Workforce Planning Analyst to support real-time, scheduling, and workflow management within a high-volume contact centre environment.

The role focuses on intraday service protection, schedule builds, and cross-functional coordination to ensure timely, efficient operations. The position requires experience in real-time management, strong data analysis, and proficient use of Microsoft Office.