Strategic Workforce Planner & Analytics

JPMorgan Chase & Co.; Metro Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

JPMorgan Chase & Co. in Manila is seeking a Workforce Analyst to turn historical trends and forecast insights into schedules that help teams meet service level goals.

You will analyze performance, staffing trends, and risks, partnering with operations, training, and forecasting stakeholders to drive actions and process improvements. The role values inclusive teamwork, clear communication, and practical solutions that enable efficient, high-quality customer support operations.

Qualifications

• 3 years in workforce scheduling or related analytics.
• 3 years supporting service-level driven operations (e.g., contact center).
• Proficiency in Excel, formulas, pivot tables, and data visualization.
• Experience using workforce management tools (e.g., Alvaria eWorkforce Management).
• Ability to explain drivers using data (volume, handle time, occupancy, etc.).
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and meet deadlines in a changing environment.
• Ability to work independently and in a team.

Responsibilities

• Build and maintain schedules and intraday exceptions in the Alvaria eWorkforce Management platform
• Analyze service level performance, staffing drivers, and productivity metrics to identify trends and improvement opportunities
• Evaluate historical demand and staffing patterns to support strategic and tactical staffing plans
• Partner with cross-functional stakeholders to align on assumptions, constraints, and service level objectives
• Identify forecast-driven service level risks and escalates issues with supporting analysis and recommended actions
• Support continuous improvement by documenting processes, tracking actions, and measuring outcomes
• Prepare updates for leaders and working teams to support decision-making
• Facilitate workforce planning meetings and working sessions
• Maintain organized documentation, data inputs, and scheduling artifacts to support auditability
• Perform additional duties aligned to business priorities

Skills

Analytical skills

Communication

Time management

Team collaboration

Independent work

Education

Bachelor’s degree or equivalent

Tools

Excel

Pivot tables

Alvaria eWorkforce Management

Job description

JPMorgan Chase & Co. in Manila is seeking a Workforce Analyst to turn historical trends and forecast insights into schedules that help teams meet service level goals.

You will analyze performance, staffing trends, and risks, partnering with operations, training, and forecasting stakeholders to drive actions and process improvements. The role values inclusive teamwork, clear communication, and practical solutions that enable efficient, high-quality customer support operations.