Intraday Workforce Scheduling Analyst

Aumni; Cebu City; On-site; PHP 480,000 - 720,000; Full time

Job summary

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

You will monitor real-time service levels across calls, chats, and back-office queues, publish daily staffing plans for 1–7 days, and work with forecasters to translate drivers into schedule changes, while maintaining compliance and clear stakeholder communication.

Qualifications

• Experience with real-time call and chat monitoring systems and reports; knowledge of Call Centre Operations and Workforce Planning practices.
• Proficiency in Microsoft Excel; Word and PowerPoint; detailed Excel knowledge required.
• Strong quantitative analytics, critical thinking, problem solving and innovation.
• High attention to detail; able to multitask and prioritize in fast-paced environment.
• Comfortable with a fluid business environment and working independently or in a group.
• Able to work in a consistently fast-paced, high-volume environment.
• Excellent written and oral communication skills.

Responsibilities

• Real-time monitoring of service level across calls, chats, and back-office queues; intervene proactively.
• Build and publish daily staffing plans and heatmaps for next 1–7 days; align with forecast.
• Collaborate with forecasters and schedulers to translate drivers into schedule changes.
• Identify need to adjust off-phone time and movement to optimize service levels; communicate changes to management.
• Plan participation of off-phone activities for meetings, coaching and initiatives.
• Maintain real-time schedules and complete analyses.
• Execute intraday schedule management: same-day shift swaps, micro-shifts, OT offers, VTO, and skilling adjustments.
• Coordinate with team leaders to align actions with weekly plan and provide variance feedback.

Skills

Real-time monitoring

Excel proficiency

Quantitative analysis

Attention to detail

Communication skills

Adaptability

Team collaboration

Tools

Call Centre Systems

Workforce Management

Excel

Job description

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

You will monitor real-time service levels across calls, chats, and back-office queues, publish daily staffing plans for 1–7 days, and work with forecasters to translate drivers into schedule changes, while maintaining compliance and clear stakeholder communication.