Workforce Analyst I (Forecaster)
JPMorgan Chase
Mumbai, Maharashtra
J.P. Morgan is a leading global financial services firm, established over 200 years ago:

We are the leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management.
We have assets of $2.5 trillion and operations worldwide
We operate in more than 100 markets.
We have more than 243,000 employees globally.
Our wholesale businesses include J.P. Morgan’s Asset Management, Commercial Banking and the Corporate & Investment Bank which provide products and services to corporations, governments, municipalities, non-profits, institutions, financial intermediaries and high-net worth individuals and families.

Our corporate functions support the entire organization and include the following functions: Accounting, Audit, Finance, Human Resources, Operations, and Technology.

J.P. Morgan in India provides a comprehensive range of Corporate & Investment Banking, Commercial Banking, Asset & Wealth Management, and Corporate functions services and solutions to our clients, executing some of the most important financial transactions and providing essential strategic advice to our clients such as the government, large domestic and multi-national corporations, non-government organizations and financial institutions and investors. India is a key market for JPMorgan Chase globally and our employees in India are a critical part of how we do business globally and are integrated within our businesses. Our Global Service Centers (GSCs) are strategically positioned in Mumbai, Bangalore and Hyderabad to support the firm’s operations regionally and globally. The centers provide comprehensive strategic support across technology and business operations processing to all lines of business and the corporate functions.

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The Workforce Analyst I is responsible for aligning business resources (our employee schedules) to ensure the Division achieves key performance standards while maintaining the highest level of service to our card members in a blended calling environment. This person will be responsible for the improvement of customer contact effectiveness. This individual will regularly perform trend and metric analysis around customer contact opportunities through network staffing and schedule sequence analysis. This individual will be responsible for making and communicating decisions based on strategies and processes related to scheduling and other key metrics supporting operational goals and business priorities. They will need to be able to review and update staffing models, and capacity plans to make appropriate recommendations to the Division. He/she will manage approval process automation development to ensure appropriate staffing is consistently maintained. Other ad hoc reporting and analysis will be assigned as needed. They will interact with Operations leadership to ensure the implementation enables effective delivery and execution in an Operations environment. The position requires a high degree of creativity along with analytic skills.

Key Responsibilities:
Perform root cause and trending analysis of historical performance of knowledge groups/queues 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 , queues and/or business functions to ensure appropriate staffing to maintain service levels
Perform advanced root cause and trending analysis of historical performance of knowledge groups/queues to identify areas of opportunity and make strategic recommendations
Escalate trends and recommendations to leadership
Lead efforts to execute changes to optimize service levels and staffing schedules
Engage and build strategy within the workforce management functions
Engagement with other business functions (eWFM, Routing, Leadership)
May participate in projects and provide subject matter expertise
Supports process improvements and best practice identification through increased level of experience
Complete creation of new hire schedules for the business

Required Skillset/Experience:
Graduation required
Strong skills in MS Excel, Access, and PowerPoint
5+ years of WFM / Forecasting experience
Direct Financial Services Call/Contact Center experience required
Working knowledge of telephony/call routing and workforce platforms
Strong understanding of cross-LOB Workforce Management practices required
Excellent people management skills
Proven experience leading or supporting project initiatives
Excellent written and verbal communication skills
Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
Ability to partner and work collaboratively with business partners
Demonstrated ability to influence people at a variety of levels internally and externally