Workflow Analyst - Contact Centre Operations

Here at Chase the Workforce Planning team provide workforce products, technologies, scheduling, forecasting and real time support for our Contact and Back-Office Centres.

As a Workflow Analyst - Contact Centre Operations, within our Daily Banking, Fraud and Banking Operations Departments, you will be responsible for the real time monitoring and day-to-day service levels across back-office workloads., * Oversee case allocation across business journeys for efficient distribution and handling.

• Analyse back-office case work and manage resources to meet service levels.
• Ensure adherence to service level agreements and manage disruptions.
• Provide Tier 1 troubleshooting for business interruptions and escalate issues as needed.
• Facilitate daily status calls with stakeholders to update on performance and address concerns.
• Serve as a liaison between teams for alignment and informed decision-making.
• Contribute to strategic planning with insights and recommendations for continuous improvement.
• Communicate and implement changes with call center management.
• Complete real-time segment entry and analyse incoming requests to uphold service standards.
• Maintain and adjust real-time schedules using Workforce Management (WFM) tools

• Knowledge of Banking Operations or Fraud Call Centre Operations and Contact Centre Metrics
• 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
• Comfortable with a fluid business environment, changing job priorities, and working with colleagues and stakeholders at all levels, both within and outside the organisation
• Ability to work in a consistently fast-paced, high-volume, environment with the ability to work independently and in a group
• High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
• Excellent written and oral communication skills

Preferred qualifications, capabilities, and skills

• Proficiency with Workforce Management scheduling software or equivalent
• Experience with Back office in day work allocation
• Strong collaboration, communication, and presentation skills
• Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-business

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives., Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success. 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.