Schedule Optimization Analyst - Contact Center

Fairygodboss; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

JPMorganChase is seeking a Schedule Analyst to shape staffing for its contact center operations. You will translate forecast inputs into practical staffing, monitor adherence, and support reporting and continuous improvements to keep planning decisions clear and timely.

You will collaborate with planning partners and leaders to ensure schedules are accurate, sustainable, and properly documented, enabling smoother days for employees and customers.

Qualifications

• 2 years of experience creating and maintaining schedules for a contact center or similar volume-driven operation.
• Ability to translate forecast assumptions and demand trends into interval-based staffing requirements.
• Demonstrated skill in analyzing schedule exceptions, shrinkage assumptions, and adherence drivers to inform adjustments.
• Proficiency with workforce scheduling and planning systems
• Strong written and verbal communication skills to partner with leaders and explain schedule impacts clearly.
• Ability to manage multiple priorities with attention to detail and minimal supervision.
• Proficiency in producing recurring operational reports and ad-hoc analysis using standard reporting tools (e.g., spreadsheets).
• Ability to maintain accurate documentation and follow defined processes for data updates and auditability.

Responsibilities

• Translate monthly, weekly, and day-of-week staffing assumptions into interval-level staffing requirements aligned to demand trends.
• Build, publish, and maintain efficient work schedules that best meet staffing requirements and operational constraints.
• Create schedules at least four weeks in advance and manage updates based on approved changes.
• Monitor schedule deviation drivers and recommend schedule adjustments to improve coverage and adherence outcomes.
• Partner with business leaders to confirm staffing needs, clarify constraints, and set expectations on schedule impacts.
• Maintain employee scheduling records, including updates to team rosters, training lists, skills assignments, and required tracking logs.
• Enter and track approved time-off and exceptions (e.g., leave, holidays, meetings, training) to support accurate staffing plans.
• Monitor overtime usage and recommend adjustments to minimize unnecessary overtime while meeting service requirements.
• Produce intraday updates and short-horizon projections to support same-day staffing decisions.
• Compile and deliver recurring performance and forecast-versus-actual reporting for leaders, including daily and weekly views.
• Support new hire setup and offboarding updates in scheduling and workforce systems, ensuring accurate access and data integrity.

Skills

Scheduling experience

Forecast translation

Analytical skills

Reporting

Communication

Detail-oriented

Ad-hoc analysis

Tools

Spreadsheets

Workforce scheduling systems

Job description

JPMorganChase is seeking a Schedule Analyst to shape staffing for its contact center operations. You will translate forecast inputs into practical staffing, monitor adherence, and support reporting and continuous improvements to keep planning decisions clear and timely.

You will collaborate with planning partners and leaders to ensure schedules are accurate, sustainable, and properly documented, enabling smoother days for employees and customers.