Workforce Sr Specialist Ii

The Workforce Senior Specialist II is a part of the Real-Time Adherence team within Workforce Planning is responsible for the real-time monitoring and day-to-day service levels for multiple lines of business under Consumer Community Banking Job Responsibilities Entering and reporting schedule and exception activity providing management with performance reports relating to forecasting scheduling service level and specialist performance while using eWorkforce Management eWFM Real Time Adherence RTA and or other various software applications to perform duties Real time monitoring of service level Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels communicate changes to call center management and then implement changes as required Plan and influence the participation of all off-phone activities for specialist meetings coaching and department initiatives Maintain real time schedules and complete real time analysis Facilitation of daily status calls with the business Tier 1 troubleshooting for business interruption and escalation as appropriate Required Qualifications Capabilities and Skills 2 years experience in Workforce as an Real Time Analyst Advanced knowledge of Call Center Operations Contact Center Metrics and Workforce Planning practices 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 High proficiency in Microsoft Office products Excel Word PowerPoint etc Preferred Qualifications Capabilities and Skills Proficiency with eWFM scheduling software and or WFO Experience with Automatic Call Distribution ACD and or Call Management System RTP Pulse systems and reports College degree or similar work experience preferred Preferred skills like VBA Macro Tableau Alteryx About Us 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 We also make reasonable accommodations for applicants and employees religious practices and beliefs as well as mental health or physical disability needs Visit our for more information about requesting an accommodation About the Team 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