Real-Time Intraday Workforce Analyst

JP Morgan Chase; Metro Manila; Vor Ort; PHP 400.000 - 800.000; Vollzeit

Zusammenfassung

JP Morgan Chase in the Philippines is seeking a Senior Real-Time Workforce Analyst to lead day-to-day intraday management across calls, chats and back-office workloads. You will serve as the primary point of contact for real-time performance decisions and coordinate actions with operations leaders to protect service levels.

This rotational, 24/7 role requires strong Excel skills, data-driven problem solving, and the ability to coach real-time analysts while delivering timely insights and

Qualifikationen

• Real-time workforce analysis experience in contact center or back-office environment.
• Experience using real-time monitoring tools and operational reports.
• Strong understanding of contact center operations, service levels, and workforce planning.
• Advanced Excel for data analysis and reporting.

Aufgaben

• Monitor intraday service levels, volumes, and staffing across calls, chats, and back-office.
• Maintain intraday schedules, movements, and activity plans within guardrails.
• Analyze intraday trends and drivers; identify risks and actions to stabilize performance.
• Coordinate off-phone activity and balance demand with delivery.
• Lead daily intraday status discussions and communicate risks, actions, and outcomes.

Kenntnisse

Excel

Quantitative analysis

Communication

Multitasking

Tools

Workforce management software

Real-time monitoring tools

Jobbeschreibung

JP Morgan Chase in the Philippines is seeking a Senior Real-Time Workforce Analyst to lead day-to-day intraday management across calls, chats and back-office workloads. You will serve as the primary point of contact for real-time performance decisions and coordinate actions with operations leaders to protect service levels.

This rotational, 24/7 role requires strong Excel skills, data-driven problem solving, and the ability to coach real-time analysts while delivering timely insights and