JPMorgan Chase Hiring for Workforce Sr Specialist II (RTA/Real Time) at Heathrow, Florida Full Time

The Workforce Sr Specialist II within the Operations Infrastructure Workforce Planning Team for Consumer and Community Banking (CCB) will be responsible for the real time monitoring and day-to-day service levels for CCB Contact Centers. Partnering with the Workforce Planning Analysts (Forecasters and Schedulers) individuals will perform daily attendance line support and reporting while administering to multiple LOB’s. Responsibilities also include entering and reporting schedule and exception activity, providing management with performance reports relating to forecasting, scheduling, service level and Specialist performance, while using eWorkforce Management (eWFM), Real Time Adherence (RTA), Lucent Centre View (CMS), and/or other various software applications to perform duties.

Duties

• Skilling/Re-skilling Specialists using CMS

• Real time monitoring of service level

• Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required

• Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.

• Maintain real time schedules and complete real time analysis

• Complete real time segment entry of incoming requests within predefined guidelines that require analysis of service level

• Facilitation of daily status calls with the business

• Tier 1 troubleshooting for business interruption and escalation as appropriate

Skills

• Critical Thinking

• Ability to demonstrate leadership capabilities

• Analytical skills

• Excellent verbal and communication skills

• Ability to multi-task and prioritize task(s) in a high volume, high stress environment

• Ability to be proactive, detail oriented, and organized, with good follow-up skills

• Demonstrated ability to work fluidly with people at a variety of levels internally and externally

Qualifications

• High School Diploma or equivalency requred

• Two-year college degree or equivalent work experience

• Minimum two years’ experience in a call center that used automated tracking tools, including Workforce Management software required

• Experience and knowledge of Call Center Operations within a multi-site environment

• Proficiency with eWFM scheduling software and/or CentreVu Supervisor preferred

• Experience with Automatic Call Distribution (ACD) and/or Call Management System (CMS) systems and reports preferred

• High proficiency with Microsoft Word and Excel

• Show high levels of professionalism and confidentiality at all times

• Basic understanding of Workforce Planning practices

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