Workforce Analyst - Data Analytics and Process Improvement

Workforce Analyst – Data Analytics

Are you passionate about project management and process improvement? Our Workforce Planning team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking, and solution-oriented members.

Job Summary

As a Workforce Analyst on the Change the Bank Team within Workforce Planning, you will lead analytics and process improvements that optimize capacity, strengthen service-level performance, and enhance customer outcomes. As an individual contributor, you will own high-impact projects that directly improve operational efficiency and resource alignment. 

Job responsibilities

• Uses technologies and tools (such as Alteryx, Tableau and Python)  to automate processes and enhance efficiency and performance.
• Act as a project lead coordinating cross-functional teams, managing product lifecycle, building business strategies, and advocating for customer needs, ensuring end-to-end product performance.
• Conduct root cause and trending analysis using historical performance data to identify opportunities and make strategic recommendations.
• Works effectively with individuals from different departments to achieve common goals, coordinating efforts and leveraging diverse perspectives.
• Serve as a subject matter expert in projects, providing insights and guidance to stakeholders.
• Support the identification and implementation of process improvements and best practices, driving initiatives from inception to completion.
• Prepare and present project updates, reports, and recommendations to leadership and stakeholders.
• Perform ad hoc duties as assigned to support business needs.

Required qualifications, capabilities, and skills   

• Experience with technologies and tools such as Alteryx, Tableau, Python, and SQL
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices.
• Demonstrated leadership capabilities, with the ability to influence and drive results.
• 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

• Minimum 3 years’ experience working in large call center, multi-site, or similar environments

• Minimum 3 years’ experience in processing, forecasting, staffing, scheduling, and/or project management.
• Advanced knowledge and understanding of Alvaria eWorkforce Management platform, practices, policies, and procedures; both internal and across various lines-of-businesses
• Demonstrated usage of AI technologies to solve complex problems, enhance processes, and create new opportunities.
• Collects, processes, and analyzes data to uncover meaningful patterns and insights that inform decision-making.

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.

Experience Level

Senior Level