Workforce Analyst I
Manila, Philippines23h ago
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Skills
About the role
Make an immediate impact by steering intraday performance in a fast-paced contact center environment. You will help teams stay balanced, informed, and ready for change through clear real-time actions and data-driven decisions. Join a workforce planning team where your analysis and leadership directly support customer outcomes.
As a Senior real-time workforce analyst in the Workforce planning team, you lead day-to-day intraday management across calls, chats, and back-office workloads. You serve as the primary point of contact for real-time performance decisions, coordinating actions with operations leaders to protect service levels and productivity. You also provide day-to-day guidance to real-time analysts to ensure consistent execution of processes and documentation, without formal people-management responsibilities.
Job responsibilities
- Monitor intraday service levels, volumes, and staffing performance across multiple work types (calls, chats, and back-office).
- Maintain and update intraday schedules, movements, and activity plans within agreed guardrails.
- Analyze intraday trends and drivers, identifying risks and recommending actions to stabilize performance.
- Coordinate off-phone activity participation (meetings, coaching, initiatives) to balance operational demand and delivery.
- Execute intraday request entry and workload segmentation within predefined guidelines.
- Lead daily intraday status discussions, clearly communicating risks, actions, and outcomes to partners.
- Provide initial troubleshooting support for business interruptions and escalate issues as needed, coordinating real-time communications.
- Coach and support real-time analysts on intraday decision-making, schedule maintenance, and documentation standards.
- Perform quality checks on intraday actions and logs, facilitating calibration to improve consistency and accuracy.
- Contribute to continuous improvement initiatives, including analysis and testing that supports routing and staffing effectiveness.
Required qualifications, capabilities and skills
- TBD years of experience performing real-time workforce analysis in a contact center and/or back-office operations environment.
- Experience using real-time monitoring tools and operational reports to manage intraday performance.
- Strong understanding of contact center operations, service level concepts, and workforce planning practices.
- Advanced proficiency in Microsoft Excel (data analysis, reporting, and structured problem solving).
- Strong quantitative analysis, critical thinking, and problem-solving skills.
- Ability to manage multiple tasks in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.
- Strong written and verbal communication skills, including confidence leading operational discussions and influencing stakeholders.
Preferred qualifications, capabilities and skills
- Experience using workforce management software for real-time and scheduling activities (or equivalent tools).
- Experience providing informal leadership (coaching, training, mentoring, or serving as a subject matter resource).
- Ability to translate data into clear actions, trade-offs, and recommendations for non-technical partners.
- Familiarity with workforce planning platforms and practices across multiple functions.
- Experience supporting analysis, testing, and optimization for skills-based routing or similar intraday efficiency initiatives.
Work schedule
This is a rotational shift-based role that supports 24/7 coverage.
- Experience using workforce management software for real-time and scheduling activities (or equivalent tools).
- Experience providing informal leadership (coaching, training, mentoring, or serving as a subject matter resource).
- Ability to translate data into clear actions, trade-offs, and recommendations for non-technical partners.
- Familiarity with workforce planning platforms and practices across multiple functions.
- Experience supporting analysis, testing, and optimization for skills-based routing or similar intraday efficiency initiatives.
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 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 FAQs for more information about requesting an accommodation.