Job added in hotlist
Applied job
Contract job
Recruiter job
Employer job
Expanded search
Apply online not available
View more jobs in Columbus, OH
View more jobs in Ohio

Job Details

Workforce Analyst I Forecaster

Columbus, OH

Apply for this job


Workforce Analyst I (Forecaster)
As the Workforce Analyst I within the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB) you are responsible for aligning business resources (our employee schedules) to ensure the line of business achieves key performance standards while maintaining the highest level of service to our Call Center Specialists. The Workforce Management Team is responsible for the planning and scheduling of Call Center Specialists supporting the CCB Contact Centers.
· Perform root cause and trending analysis using historical performance of knowledge groups to identify areas of opportunity and make strategic recommendations
· Provide service level oversight, ensuring that service level strategies across sites/queues /business functions are complimentary and support overall business strategy
· Oversight of staffing schedule optimization across multiple sites to ensure appropriate staffing to maintain service levels
· Perform advanced root cause analysis to identify areas of opportunity and make strategic recommendations to leadership
· Engage with other business functions to discuss recommendations and execute changes (eWFM, Routing, Leadership)
· Provide Weekly, Daily, Yearly or interval level call forecasting
· May participate in projects and provide subject matter expertise
· Supports process improvements and best practice identification
· Complete creation of new hire schedules for the business
· Ad hoc duties as assigned
· May lead a team of employees
· Strong skills in MS Excel, Access, and PowerPoint
· Analytical/Data Mining Systems (i.e., Tableau, SQL)
· Excellent written and verbal communication skills
· Strong experience in business analysis, reporting and data review, and root cause analysis and resolution
· Ability to partner collaboratively with key stakeholders
· Demonstrated ability to work fluidly with people at a variety of levels internally and externally
· 3 years Financial Services Contact Center experience preferred
· Working knowledge of telephony/call routing and workforce platforms
· Strong understanding of cross-LOB Workforce Management practices
· Proven experience leading or supporting project initiatives
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.
Apply Now
JPMorgan Chase
JPMorgan Chase Jobs
Apply Now

Company info

Sign Up Now -

Similar Jobs:
\n\nJob Description\nCustomer Care and Customer Support Representative\r\r\rWe are looking for a full time employee who will provide customer service and customer support to the organization. This position will initiate and/or imp...
Provider Services Representative
Location : Gahanna, OH
If interested in the email below, please send your resume or call 6143394781 and ask for Jordan.Shift:Monday - Friday, 10am - 7pmPosition Purpose: Receive and respond to member\/customer inquiries via telephone and written corresp...
Support Services Representative 1- Part-Time 2nd Shift BrightView • New Albany OH Job #718588827 Overview Brighter futures start here. Welcome to BrightView. We’re a team of talented professionals, driven by results and relat...
What I liked about the service is that it had such a comprehensive collection of jobs! I was using a number of sites previously and this took up so much time, but in joining EmploymentCrossing, I was able to stop going from site to site and was able to find everything I needed on EmploymentCrossing.
John Elstner - Baltimore, MD
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
CallCenterCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
CallCenterCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2018 CallCenterCrossing - All rights reserved. 169