Senior Workforce Planning Specialist - Skilling Team

Workforce Senior Specialist II - Skilling Team

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 with Alvaria eWorkforce Management platform, Genesys 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 

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

Mid Level