Payments Workforce Analyst Job in Mumbai at J.P. Morgan India

JP Morgan is hiring for the role of Payments Workforce Analyst!

Responsibilities of the Candidate:

• Real-time monitoring of service level
• Identify the need to increase or decrease off-phone time and employee movement 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
• Facilitate daily status calls with the business
• Tier 1 troubleshooting for business interruption and escalation as appropriate
• Perform root cause and trending analysis using the historical performance of knowledge groups to identify areas of opportunity and make strategic recommendations
• Provide service level oversight, ensuring that service level strategies across sites/queues /business functions are complementary and support overall business strategy
• Perform advanced root cause analysis to identify areas of opportunity and make strategic recommendations to leadership
• Engage with other business functions to discuss recommendations and execute changes (eWFM, Routing, Leadership)
• Provide Weekly, Daily, or interval-level call forecasting
• Participate in projects and provide subject matter expertise
• Support process improvements and best practice identification

Requirements:

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
• Ability to demonstrate leadership capabilities
• 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
• Must be flexible with work schedule to accommodate business needs
• 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
• Excellent follow-up skills
• Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
• High proficiency in using MS Excel and reporting preferred
• Experience with collaboration, communication, and presentation skills preferred
• 4+ years’ experience working in large call centers, multi-site, or similar environments
• 2+ years’ experience in a workforce management role
• Experience with Praesto, RTP/Pulse systems, and Websites
• Collaboration, communication, and presentation skills required
• A college degree or similar work experience preferred
• Show high levels of professionalism and confidentiality at all times
• Knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB required