Workforce Analyst (all genders)
Workforce Analyst (all genders)
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Job Description
Excited by the opportunity to build innovative digital retail banking products and services in a start-up environment backed by one of the leading financial service providers worldwide
Join us at JPMorgan & Chase Co. at our newest European hub for Chase bank located in the heart of this exciting chapter of continued growth and expansion for Chase were looking for a passionateWorkforce Analyst who will join our Workforce Planning team.
As a Workforce Analyst (all genders) within our Workforce Planning Team you will be instrumental in shaping the future by leveraging your previous experience in all planning disciplines. You will concentrate on enhancing work methods engaging with stakeholders and ensuring quality outputs across all areas. This role offers the chance to assume responsibility and accountability for all Workforce Management outputs and to foster collaboration between Planning and other business areas.
Job Responsibilities:
- Develop and maintain efficient staff schedules to meet business needs and service level agreements.
- Conduct real-time monitoring and analysis of service level intra-day performance and other operational KPIs.
- Respond to unexpected changes in demand and provide solutions to minimize impact on operations by managing intra-day adjustments
- Build analyse and refine forecasting models
- Analyse forecasted data to calculate future labour demand and ensure accurate staffing levels
- Dive efficiency by identifying process gaps and improvement possibilities
- Utilize data to provide and create required reports
Required qualifications capabilities and skills:
- Minimum 2 years of Contact Centre WFM experience. Knowledge of Call Centre Operations Contact Centre KPIs and Workforce Planning practices and systems
- Proficiency with WFM scheduling and real time monitoring software
- Strong deep-dive analysis skills critical thinking problem solving and innovation skills
- 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 especially Excel and experience with BI Tools (i.e. Tableau Looker)
- Knowledge of German labour law
- Fluent in English
Preferred qualifications capabilities and skills:
- Financial Services Call/Contact Centre experience
- VBA and SQL proficiency
- Fluent in German
#ICBCAREER
Required Experience:
IC
Employment Type
Full-Time
