Workforce Senior Specialist II Skilling Team
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Monthly Salary:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Are you interested in analyzing call routing data and performance metrics to identify trends patterns and areas for improvement Our Workforce Planning team is a highly-collaborative inclusive environment where we value relationship-building strategic thinking and solution-oriented members.
As a Workforce Senior Specialist II on the Skilling Team within Workforce Planning you will be responsible for managing skilling profiles and ensuring specialists are skilled correctly to receiving incoming calls from Chase customers within the Praesto Bridge application and the Alvaria eWorkforce Management platform for several groups across Consumer & Community Banking.
Job responsibilities
- Maintain skill set maintenance including skilling and re-skilling specialists
- Verify call routing verification and auditing
- Analyze call routing data and performance metrics to identify trends patterns and areas for improvement
- Make necessary updates in the Alvaria eWorkforce Management platform accurately and in a timely manner
- Review and monitor agent schedules to ensure compliance with company overtime policies and adherence to relevant labor laws and regulations
Required qualifications capabilities and skills
Minimum two years experience working in large call center multi-site or similar environments
- Proficiency withAlvaria eWorkforce Management platformGenesys Scheduling and/or similar Workforce Planning platforms
- Working knowledge of Alteryx Python and excellent presentation skills
- Working knowledge of Workforce Planning practices and contact center metrics
- Delivers verbal messages clearly and compellingly summarizes discussions to confirm understanding and alignment.
- Conveys information ideas and messages through written words with clarity conciseness and professionalism.
- 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 people at a variety of levels internally and externally with the ability to work independently and/or in a group
- High proficiency in Microsoft Office products (Excel PowerPoint SharePoint Word Teams etc.)
Preferred qualifications capabilities and skills
- Experience in business analysis reporting data review root cause analysis and resolution in a workforce management profiles
- Basic knowledge and understanding of Alvaria eWorkforce Management platform practices policies and procedures; both internal and across various lines-of-businesses
Required Experience:
Senior IC
Key Skills
About Company
JPMorganChase, 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 ov ... View more
