Workforce Analyst (Scheduler)

Job Description

Chase is a leading financial services firm, helping nearly half of America s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.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. In accordance with applicable law, we make reasonable accommodations for applicants and employees religious practices and beliefs, as well as any mental health or physical disability needs.Equal Opportunity Employer/Disability/Veterans General Requirements for Role: The Workforce Planning (WFP) team is part of Consumer and Community Banking (CCB) Global Finance & Business Management Office and provides workforce products, technologies, scheduling, forecasting and real time support for CCB Contact and Back-Office Centers. The Workforce Analyst (Scheduler) is responsible for providing analysis and research that will provide a basis for schedule creation to maintain staffing level objectives. Responsibilities also include entering schedule and exception activity while using Alvaria and/or Genesys WFM or equivalent Workforce Planning Scheduling tools Responsibilities Include:
• Partner with Site Operations, Training, and/or Forecasting to reach CCB Contact Center service level (SVL) goals
• Report, monitor, track, and analyze SVL performance, including future projected performance
• Pull levers for SVL management & engage leadership, including determining off-the-phone activity. Maintain & track vacation allotment & utilization
• Evaluate and analyze historical trends to make strategic and tactical operation plans related to staffing needs
• Partner with leadership team to provide departmental process improvements
• Lead and participate in Workforce Planning meetings
• Identify and research service level risks based on forecasts for problem resolution and escalate to management as needed
• Develop and maintain schedules for all events (adjustment, training, meetings, etc.)
• Ensure the accuracy/timeliness of segment entry requests and skill changes. Schedule, communicate, and process off-phone events such as team meetings, training, etc.
• Develop and monitor internal control reports to identify/correct processing errors
• Strength in quantitative analysis, critical thinking, problem solving, and innovation
Essential Skills:
• 3+ years experience in scheduling, real time management and/or forecasting & capacity planning in a large call center, multi-site, or similar environment
• Proficient working knowledge of workforce planning platforms, practices, and contact center metrics
• Strong experience in business analysis, reporting, data review, root cause analysis and resolution in a workforce management profile
• High proficiency & applied working knowledge of Microsoft Office products (Excel, PowerPoint, Visio etc.)
• Ability to collaborate with key stakeholders, business communication, and excellent presentation skills
Preferred Skills & Experience:
• 3+ years experience working in large call center, multi-site, or similar environments
• Proficient knowledge of call center operations
• Working knowledge of Alteryx & Tableau preferred
• College degree or similar work experience preferred
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a deliverable
• Ability to work in a consistently fast-paced environment, with the ability to work independently and in a group
• Ability to demonstrate leadership capabilities
• 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
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Keyskills :
forecastingbillingblack beltcitrixdeliveryroot cause analysisroot causeback officeservice levelcontact centerglobal financesmall businessdeposit growth