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Job Opening details:-
Company Name :- JPMorgan Chase Bank, N.A.
Position Name :- Workforce Analyst – I (Forecaster)
Company Location :- Mumbai, Maharashtra
Job Category :- Back Office jobs
Full Job Description :-
Organization Description
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
Employer Description
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 recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans
General Requirements for Role
The Workforce Planning (WFP) team is part of Consumer and Community Banking (CCB) Global Finance & Business Management Office and provides workforce products, technologies, scheduling, forecasting and real time support for CCB Contact and Back-Office Centers. The Workforce Analyst I (Forecaster) is responsible for forecasting volumes, handle times and shrinkage to ensure the line of business achieves key performance standards while maintaining the highest level of service.
Responsibilities Include
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
Skills Required
Experience with Analytical/Data Mining Systems (i.e. Alteryx, Python, SQL etc.)
Strong experience in business analysis, reporting and data review, and root cause analysis and resolution
Ability to partner collaboratively with key stakeholders
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 Microsoft Office products (Excel, Work, PowerPoint, etc.)
Experience with collaboration, communication, and presentation skills required
Qualifications
Working knowledge of telephony/call routing and workforce platforms
Proven experience leading or supporting project initiatives preferred
3+ years’ experience working in large call center, multi-site, or similar environments
3+ years’ experience processing, forecasting, staffing, scheduling, and/or project management
Experience with collaboration, communication, and presentation skills required
College degree or similar work experience preferred
Show high levels of professionalism and confidentiality at all times
Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s required
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
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