Workforce Analyst (Scheduler) Job in Mumbai at JPMorgan Chase & Co.

JPMorgan Chase & Co. is hiring for the role of Workforce Analyst (Scheduler)!

Responsibilities of the Candidate:

• Evaluate and analyze historical trends based on forecasts to make strategic and tactical operation plans related to staffing needs
• Partner with Site Operations, Training, and/or Forecasting to reach CCB Contact Center service level (SVL) goals
• Identify and research service-level risks based on forecasts for problem resolution and escalate to management as needed
• Report, monitor, track, and analyze SVL performance, including future projected performance
• Enter schedule and exception activity while using eWorkforce Management (eWFM)/Alvaria workforce management  

Requirements:

• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning platforms and practices with knowledge of Alvaria (eWFM) and/or similar Workforce Planning platforms
• Experience in reporting, data review, root cause analysis and resolution in a workforce management profile
• Working knowledge of staffing, scheduling & real-time
• Excellent written, and oral communication and presentation skills
• Strength in quantitative analysis, critical thinking, problem-solving, and innovation
• High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
• 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 
• 3+ years’ experience working in a large call centre, multi-site, or similar environments with working knowledge of staffing, scheduling and real-time. Forecasting knowledge preferred
• Highly detail-oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
• Working knowledge of Alteryx, Python, Tableau and Project Management preferred
• College degree, certification in data analysis and similar work experience preferred