J.P. Morgan Wealth Management - Workforce Management Analyst

The Workforce Management, Local Real-Time Administration Analyst is part of the Workforce Management (WFM) team for J.P.

Morgan Wealth Management (JPWM).

The position will partner with local contact center management, functional areas, and other members of the WFM team to make intra-day staffing and contingent resource adjustments in response to current market conditions, contact queues and service levels objectives.

Key Responsibilities include but are not limited to:


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


* Performs Daily Service Level Management to meet the needs of the business


* Oversight 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


* Participation in daily leadership calls, identifying opportunities from prior day, recommendations for improving current day availability


* Communicate overtime requirements to leadership and obtain the necessary resources


* Reduce idle time and promote entitlement usage


* Aspect eWFM maintenance and configuration changes


* Provides intraday and ad-hoc reporting as required


* Lead efforts to execute changes towards optimizing staffing requirements and service levels


* Engagement with other business functions (eWFM Admin, Leadership and Technology)


* Project and initiative assignments that supports process improvements

Qualifications:


* 2 years of call center experience with emphasis on intraday support thr ough schedule modification


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


* Prefer Aspect/eWFM application experience


* 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, Word and Visio)

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.

Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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,...