Workforce Senior Specialist II

12 hours ago

Mumbai, Maharashtra, India JPMorgan Chase Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Are you ready to join the team that is responsible for identifying the needs of call-center lines of businesses and optimizing service levels in real-time? Our 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 Real-Time Adherence team within Workforce Planning, you will be responsible for the real-time monitoring and day-to-day service levels for multiple lines of businesses 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
  • Faciliate daily status calls with the business
  • Supports business with 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.

  • Workforce Senior Specialist II

    2 weeks ago

    Mumbai, Maharashtra, India JPMorganChase Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    JOB DESCRIPTIONAre you ready to join the team that is responsible for identifying the needs of call-center lines of businesses and optimizing service levels in real-time? Our 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...

  • Salesforce Senior Developer(Agentforce Specialist)

    2 weeks ago

    Mumbai, Maharashtra, India AideWiser SolTek Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Job Title: Salesforce Senior Developer (Agentforce Specialist)Location: Bangalore, Hyderabad, Chennai, Mumbai, Pune, AhmedabadWork Mode: Hybrid (2 days per week from office)Experience: 5 – 8 yearsAbout the RoleWe are seeking a highly skilled Salesforce Senior Developer with deep expertise in Agentforce to join our dynamic team. In this role, you will...

  • Learning Support Specialist

    1 week ago

    Mumbai, Maharashtra, India Brookdale Senior Living Full time ₹ 8,00,000 - ₹ 24,00,000 per year

    Sub-DepartmentLearning | Academic DeliveryJob posted onOct 07, 2025Employee TypePermanentExperience range (Years)4 years - 8 yearsFunctional AreaMaster Team NameAbout EmeritusEmeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It...

  • Senior Talent Acquisition Specialist

    1 week ago

    Mumbai, Maharashtra, India South Seas Distilleries and Breweries Pvt. Ltd. Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    About UsWe believe that every great company starts with great talent, and we're looking for a highly experiencedSenior Talent Acquisition Specialistto help us attract, engage, and hire the very best professionals in the market.The OpportunityWe are looking for aseasoned Talent Acquisition Specialist (10+ years in recruitment)with strong experience innon-IT...

  • HR Data Quality Specialist II

    1 week ago

    Mumbai, Maharashtra, India The Nielsen Company Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Company Description At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it's consumed. Together, we are proudly...

  • Workforce Manager

    4 hours ago

    Mumbai, Maharashtra, India Integrated Personnel Services Limited Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Job Role: Senior Technical ConsultantJob Location:Bangalore, Chennai, Hyderabad, Noida, PuneShift: US Shift (7PM IST-3PM IST)Work Mode: Hybrid( 11 days WFO)Relevant Exp: 8+ yrsJob Description:Technical Consultant for Infor Workforce Management (WFM) to provide expert Application Management Services (AMS) and Application Development Services (ADS). Technical...

  • Senior Finance Data Specialist

    2 days ago

    Mumbai, Maharashtra, India origin hr Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Job Description : Senior Finance Data Specialist Employment Type: Full time Location: Bangalore, Delhi, Hyderabad, Mumbai, Pune Posted: 13 hours agoPosition Senior Finance Data SpecialistExperience 10 yearsJob Location Mumbai / Pune / Bangalore / Delhi NCR / HyderabadRequirements10 years in finance or ERP data management. Proven experience with ERP...

  • Senior Automation Specialist

    4 days ago

    Mumbai, Maharashtra, India Oracle Financial Services Software Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Senior Automation Specialist - Java, Selenium, TestNG Framework and BDD Associates for this position will be joining the Test Automation team. This includes Identifying and Selecting Automation Test Cases, Designing and Documenting the Automation Test Strategy, Creating an Automation Test Plan. Candidates should have hands on experience in Java Selenium...

  • Technical Support Specialist II

    2 weeks ago

    Mumbai, Maharashtra, India COVENTINE DIGITAL PRIVATE LIMITED Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    General Summary:The Technical Support Specialist II is responsible for assisting our partners in diagnosing and resolving a partners product issues or questions.This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.Essential...

  • Technical Support Specialist II

    4 days ago

    Mumbai, Maharashtra, India ConnectWise Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    General Summary:The Technical Support Specialist II is responsible for assisting our partners in diagnosing and resolving a partners Network Related issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our...