J.P. Morgan Wealth Management- Analyst, Workforce Management Scheduling

The Workforce Management Scheduler Analyst is part of the Workforce Management (WFM) team for J.P.

Morgan Wealth Management (JPMWM).

Job responsibilities


* Determines and maintains official schedules for contact center professionals


* Performs staffing analysis and modifies employee schedules to meet the needs of the business and performance targets


* Determines timeframes/provide approval for pre-planned and real-time exception requests (i.e.

coaching, team meetings, breaks, lunch, vacation days, etc.)


* Monitors and schedules offline work activities to ensure both online and offline follow-up time is planned appropriately to complete offline requirements, while maintaining appropriate phone service levels.


* Oversees of staffing schedule optimization across multiple sites, queues and/or business functions to ensure appropriate staffing towards maintaining service levels at the 30 minute interval


* Participates in daily and weekly leadership calls, identifying opportunities and recommendations for improving current day availability


* Communicates overtime and time off requirements to leadership and obtains the necessary resources


* Partners with training and onboards new hires and internal transfers to business systems


* Processes schedule-related requests submitted through tickets

Required qualifications, capabilities, and skills


* 2 years of call center experience with emphasis on intraday or scheduling support through schedule modification


* Strategic mindset and highly analytical thinker with sound business judgment


* Maintain a positive attitude and act as team player while delivering on high priority, time-sensitive initiatives


* Strong PC skills (Microsoft Office including Excel, PowerPoint, and Word)

Preferred qualifications, capabilities, and skills


* Prefer 1-2 years of Workforce Management experience in a 500+ seat environment


* Prefer Alvaria and Intradiem application experience

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products.

Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do.

We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location.

For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions.

We also offer a range of benefits and programs to meet employee needs, based on eligibility.

These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coachin...