skillindiajobs
Register for Job
Hyderabad Jobs
Banglore Jobs
Chennai Jobs
Delhi Jobs
Ahmedabad Jobs
Mumbai Jobs
Pune Jobs
Vijayawada Jobs
Gurgaon Jobs
Noida Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Workforce Analyst (Work Allocation)

3.00 to 5.00 Years   Mumbai City   04 Jul, 2022
JPMorgan
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaOperations Management / Process AnalysisSales / BD
EmploymentTypeFull-time

Job Description

    General Requirements for RoleThe 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 (Work Allocation) is responsible for providing analysis and research that will provide a basis for schedule creation to maintain staffing level objectives. Responsibilities also include skilling activities while using Genesys eWorkforce Management (eWFM) and/or other various software applications to perform duties.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 overtime needs
    • 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
    • Provide Workfiles to LOB
    • Ensure the accuracy/timeliness of skill changes for Backoffice LOB
    • Develop and monitor internal control reports to identify/correct processing errors
    Skills Required
    • Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
    • Ability to demonstrate leadership capabilities
    • Excellent written and oral communication skills
    • Strength in quantitative analysis, critical thinking, problem solving, and innovation
    • Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
    • 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
    • Excellent follow-up skills
    • Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
    • High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
    • Experience with collaboration, communication, and presentation skills required
    Qualifications
    • Allteyx knowledge preferred
    • 3+ years experience working in large call center, multi-site, or similar environments
    • 3+ years experience processing, forecasting, staffing, scheduling, and/or project management
    • Experience with collaboration, communication, and presentation skills required
    • College degree or similar work experience preferred
    • Show high levels of professionalism and confidentiality at all times
    ,

Keyskills :
forecastingbillingblack beltcitrixdeliverycall center operationsback officeservice levelcontact centerglobal financeproblem solvingsite operations

APPLY NOW

Workforce Analyst (Work Allocation) Related Jobs

© 2020 Skillindia All Rights Reserved