Job Description

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Are you looking for a new role where you can use your workforce analysis and planning skills?

We continue to expand our consumer business in the UK and have an opportunity within our Service Operations Team for a Workforce Analyst - Planning Analyst.

Summary:

As the Workforce Analyst - Planning Analyst you would be responsible for creating insightful reporting to share with key stakeholders covering all the relevant metrics where Planning and our Operations share a vested interest. This will involve taking data feeds from various systems and locations and turning the data in to easy-to-use views that can be used to drive efficiency and increased understanding of performance.

Job Responsibilities:

• Develop a suite of standard reports focused on Planning related metrics including but not limited to adherence, shrinkage, demand, absence, and average handling times
• Responsible for managing capacity at site level in terms of seating allocation requirements, working with scheduling teams to manage work from home planning
• Managing staffing list, hierarchy changes to ensure information is always up to date and provided to the relevant departments
• Liaise with operational stakeholders to review report requirements and deliver to deadlines. Ensure all reports are consistent in look and feel and are accurate at all times
• Drive improvement in data availability to facilitate ease of reporting. Consult to improve understanding on all things data and reporting across the various stakeholder groups
• Work with the other members of the Planning team to ensure all data/reporting requirements are met, internal to the team
• Ad hoc duties as assigned related to the work of the Workforce and Planning team

Required qualifications, capabilities, and skills:

• Skills and experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
• Strong skills in Microsoft Office products (Excel, Word, PowerPoint etc.)
• Strong working knowledge of telephony/call routing and workforce management platforms (i.e., eWFM, WFO)
• Excellent written and verbal communication skills
• Ability to partner and work collaboratively with others
• Demonstrated ability to influence people at a variety of levels

Preferred qualifications, capabilities, and skills:

• Financial Services Call/Contact Centre experience
• Knowledge of SQL, Alteryx, Power BI etc advantageous but not essential
• Experience in using AWS (Amazon Connect), Salesforce, Feedzai are beneficial

#ICBCareers

About Us: J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world\'s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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.

About the Team: Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we\'re setting our businesses, clients, customers and employees up for success.

JPMorgan Chase