Real-Time Intraday Workforce Analyst I

JPMorganChase; Metro Manila; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

JPMorganChase in the Philippines seeks a Senior Real-time Workforce Analyst to steer intraday performance across calls, chats, and back-office workloads. You will lead day-to-day decisions, coordinate with operations leaders, and guide analysts to ensure timely execution and documentation.

Knowledge of contact center operations, service levels, and workforce planning is essential, along with advanced Excel skills and the ability to communicate clearly with stakeholders in a fast-paced

Qualifications

• Experience in real-time workforce analysis in a contact center and/or back-office operations.
• Experience using real-time monitoring tools and operational reports to manage intraday performance.
• Strong understanding of contact center operations, service level concepts, and workforce planning.
• Advanced proficiency in Microsoft Excel (data analysis, reporting, and structured problem solving).
• Strong quantitative analysis, critical thinking, and problem‑solving skills.
• Ability to manage multiple tasks in a fast‑paced, high‑volume environment while maintaining accuracy and attention to detail.
• Strong written and verbal communication skills, including confidence leading operational discussions and influencing stakeholders.

Responsibilities

• Monitor intraday service levels, volumes, and staffing across calls, chats, and back‑office.
• Update intraday schedules, movements, and activity plans within guardrails.
• Analyze intraday trends and drivers; identify risks and actions to stabilize performance.
• Coordinate off-phone activity participation to balance demand and delivery.
• Execute intraday request entry and workload segmentation per guidelines.
• Lead daily intraday status discussions; communicate risks, actions, results to partners.
• Provide troubleshooting support for interruptions and coordinate real-time communications.
• Coach real-time analysts on decision-making, schedule maintenance, documentation standards.
• Perform quality checks on intraday actions and logs; calibrate for consistency and accuracy.
• Contribute to continuous improvement initiatives including routing and staffing optimization.

Tools

Workforce management software

Real-time monitoring tools

Job description

JPMorganChase in the Philippines seeks a Senior Real-time Workforce Analyst to steer intraday performance across calls, chats, and back-office workloads. You will lead day-to-day decisions, coordinate with operations leaders, and guide analysts to ensure timely execution and documentation.

Knowledge of contact center operations, service levels, and workforce planning is essential, along with advanced Excel skills and the ability to communicate clearly with stakeholders in a fast-paced