Workforce Management Analyst (WFM)

JPMorganChase; Taguig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading financial services firm located in Metro Manila is seeking a Workforce Analyst to provide real-time service level oversight. The ideal candidate will have over 4 years of experience in large call centers and expertise in workforce management. Responsibilities include optimizing staffing levels and conducting detailed analyses to ensure operational efficiency. This role requires excellent problem-solving and communication skills, along with proficiency in tools like MS Excel and Tableau.

Qualifications

• 4+ years experience in large call center or similar environments.
• 2+ years experience in workforce management role.
• Advanced knowledge of Call Center Operations and Workforce Planning.

Responsibilities

• Provide oversight through real time monitoring of service levels.
• Communicate changes to optimize service levels.
• Perform root cause and trending analysis to identify opportunities.

Skills

Quantitative analysis

Critical thinking

Problem solving

Communication skills

Detail oriented

Tools

MS Excel

Alteryx

Tableau

Job description

If you're looking to support a Payment Solutions Center, from a workforce management perspective, you have found the right place. The Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the Payments Solution Center contact centers.

As a Workforce Analyst in Payments, you will be responsible for the real time monitoring of day-to-day service levels for multiple Lines of Business' as well as aligning business resources (our employee schedules) to ensure the line of business achieves key performance standards while maintaining the highest level of service to our call-center specialists.

Job responsibilities

• Provide service level oversight through real time monitoring of service levels, ensuring that service level strategies across sites/queues/business functions are complimentary and support overall business strategy
• Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required
• Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.
• Maintain real time schedules and complete real time analysis
• Complete real time segment entry of incoming requests within predefined guidelines that require analysis of service level
• Troubleshooting for business interruption and escalation as appropriate
• Perform root cause and trending analysis using historical performance of knowledge groups to identify areas of opportunity and make strategic recommendations

Required qualifications, capabilities, and skills

• 4+ years experience working in large call center, multi-site, or similar environments
• 2+ years experience in a workforce management role
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Excellent written and oral communication skills
• Strength in quantitative analysis, critical thinking, problem solving, and innovation
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes
• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency

Preferred qualifications, capabilities, and skills

• High proficiency in using MS Excel, Alteryx, Tableau reporting
• Experience with collaboration, communication, and presentation skills
• Flexibility with work schedule to accommodate business needs
• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experiences

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.