Workforce Analyst- Work Allocation
1 month ago
As a Workforce Analyst- Work Allocation in the Workforce Planning team, you will be responsible for providing analysis and research that provides the basis for schedule creation that helps maintain staffing level objectives. You will responsible for partnering with Site Operations, Training, and/or Forecasting to reach service level goals for our Consumer & Community Banking (CCB) Contact Centers.
Job Responsibilities:
- Execute tasks while using Genesys eWorkforce Management and/or other various software applications to perform duties
- Partner with Site Operations, Training, and/or Forecasting to reach CCB Contact Center service level goals
- Report, monitor, track, and analyze performance, including future projected performance
- Pull levers for management & engage leadership, including determining overtime needs and off-the-phone activity
- 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
- Provide workfiles to Line of Business
Required Qualifications, Capabilities, and Skills:
- 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
- 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
- High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
Preferred Qualifications, Capabilities, and Skills:
- Allteyx knowledge
- Experience with collaboration, communication, and presentation
- College degree or similar work experience
- Show high levels of professionalism and confidentiality at all times
About us
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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veteran
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
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