Real-Time Workforce Analyst: Intraday Performance Lead

JP Morgan Chase; Manila; On-site; PHP 900,000 - 1,100,000; Full time

Job summary

JP Morgan Chase in the Philippines seeks a Senior Real-Time Workforce Analyst to manage intraday performance across calls, chats, and back-office workloads. You will coordinate with operations leaders to protect service levels and guide real-time analysts in process execution.

This rotational, 24/7 role requires strong analytical and communication skills and a focus on accuracy and continuous improvement in workforce planning.

Qualifications

• Experience in real-time workforce analysis in contact center or back-office operations.
• Advanced proficiency in Microsoft Excel for data analysis and reporting.
• Strong written and verbal communication; ability to influence stakeholders.

Responsibilities

• Monitor intraday service levels, volumes, and staffing across calls, chats, and back-office.
• Maintain and update intraday schedules within guardrails.
• Analyze intraday trends and identify risks to stabilise performance.
• Coordinate off-phone activities to balance demand and delivery.
• Lead daily intraday status discussions with partners.
• Provide troubleshooting support for interruptions and escalations.
• Coach real-time analysts on decision-making and documentation.

Skills

Real-time analysis

Excel

Data analysis

Communication

Operational discussions

Attention to detail

Tools

Workforce management software

Real-time monitoring tools

Job description

JP Morgan Chase in the Philippines seeks a Senior Real-Time Workforce Analyst to manage intraday performance across calls, chats, and back-office workloads. You will coordinate with operations leaders to protect service levels and guide real-time analysts in process execution.

This rotational, 24/7 role requires strong analytical and communication skills and a focus on accuracy and continuous improvement in workforce planning.