J.P. Morgan Wealth Management

4 days ago

Tempe, Arizona, United States JPMorgan Chase Full time

The Workforce Management team at J.P. Morgan Wealth Management plays a vital role in ensuring our contact centers run efficiently and deliver exceptional service. By partnering with local management and leveraging real-time data, the team optimizes staffing, manages schedules, and supports process improvements to meet business needs and client expectations. Their strategic approach helps maintain high service levels and drive operational excellence across the firm.


As a Local Real-Time Workforce Management Analyst in our Workforce Management team, you will play a key role in optimizing staffing and service levels for J.P. Morgan Wealth Management's contact centers. Leveraging your analytical skills and strategic mindset, you'll partner with local management and cross-functional teams to make real-time staffing decisions that respond to dynamic business needs. If you thrive in a fast-paced environment and are passionate about driving operational excellence, you may be the perfect fit for our team.

Job Responsibilities :

  • Perform staffing analysis and modify employee schedules to align with business needs
  • Manage daily service levels to support operational objectives
  • Optimize staffing schedules across multiple sites, queues, and business functions at 30-minute intervals
  • Participate in daily leadership calls to identify opportunities and recommend improvements for availability
  • Communicate overtime requirements to leadership and secure necessary resources
  • Minimize idle time and promote effective entitlement usage
  • Maintain and update Aspect eWFM 
  • Provide intraday and ad-hoc reporting as needed
  • Guide and execute changes that enhance staffing and service levels
  • Collaborate with eWFM Administration, Leadership, and Technology teams
  • Contribute to projects and initiatives that support process improvements

Required qualifications, capabilities, and skills

  • 2 years of call center experience with emphasis on intraday support through schedule modification
  • Strategic mindset and highly analytical thinker with sound business judgment
  • Maintain a positive attitude and act as team player while delivering on high priority, time-sensitive initiatives
  • Strong PC skills (Microsoft Office including Excel, PowerPoint, Word and Visio)

Preferred qualifications, capabilities, and skills

  • 2 years of Workforce Management experience in a 500+ seat environment
  • Aspect/eWFM application experience preferred

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