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Job Details

Workforce Analyst I Forecaster

San Antonio, TX

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Workforce Analyst I (Forecaster)
San Antonio
As the Workforce Analyst I within the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB) you are responsible for 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. The Workforce Management Team is responsible for the planning and scheduling of Call Center Specialists supporting the CCB Contact Centers.
· Perform root cause and trending analysis using 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 complimentary and support overall business strategy
· Oversight of staffing schedule optimization across multiple sites to ensure appropriate staffing to maintain service levels
· 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, Yearly or interval level call forecasting
· May participate in projects and provide subject matter expertise
· Supports process improvements and best practice identification
· Complete creation of new hire schedules for the business
· Ad hoc duties as assigned
· May lead a team of employees
· Strong skills in MS Excel, Access, and PowerPoint
· Analytical/Data Mining Systems (i.e., Tableau, SQL)
· Excellent written and verbal communication skills
· Strong experience in business analysis, reporting and data review, and root cause analysis and resolution
· Ability to partner collaboratively with key stakeholders
· Demonstrated ability to work fluidly with people at a variety of levels internally and externally
· 3 years Financial Services Contact Center experience preferred
· Working knowledge of telephony/call routing and workforce platforms
· Strong understanding of cross-LOB Workforce Management practices
· Proven experience leading or supporting project initiatives
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.
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