Intraday Workforce Analyst – Banking Scheduling

JPMorganChase; Cebu City; On-site; PHP 500,000 - 750,000; Full time

Job summary

JPMorganChase in Cebu City is seeking a Workforce Analyst to own intraday performance and contribute to short-term schedule planning, ensuring staffing, skilling, and shrinkage plans translate into interval-level service delivery.

You will work with forecasters and schedulers to drive proactive interventions, publish daily plans, and manage same-day shifts and overtime while upholding compliance in a fast-paced environment.

Qualifications

• Experience with real-time monitoring systems for calls and chats and contact centre metrics.
• Strong knowledge of workforce planning practices and systems.
• Advanced Microsoft Excel skills required.

Responsibilities

• Monitor real-time service levels across calls, chats, and back-office queues.
• Publish daily staffing plans and heatmaps for 1–7 days.
• Translate variance drivers into schedule changes with forecasters and schedulers.
• Manage intraday scheduling, including same-day shift swaps and OT offers.
• Coordinate with team leaders to align actions with the weekly schedule plan.

Skills

Real-time monitoring

Excel proficiency

Data analysis

Communication skills

Prioritization

Team collaboration

Tools

Workforce Management software

Job description

JPMorganChase in Cebu City is seeking a Workforce Analyst to own intraday performance and contribute to short-term schedule planning, ensuring staffing, skilling, and shrinkage plans translate into interval-level service delivery.

You will work with forecasters and schedulers to drive proactive interventions, publish daily plans, and manage same-day shifts and overtime while upholding compliance in a fast-paced environment.