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We got a new job details in JPMorgan Chase Bank, N.A. & they are Hiring Candidates for cxLoyalty Workforce Management Forecast Analyst
Job Details
Company Name : JPMorgan Chase Bank, N.A.
Company Location : Westerville, OH
Job Position : cxLoyalty Workforce Management Forecast Analyst
Job Category : Jobs in California
Job Description :
Workforce Management Forecast Analyst
Proven experience of data gathering, analysis, interpretation and presentation to key stakeholders is essential along with the ability to identify and implement any required actions from the data analysis
Thorough knowledge and understanding of the principles of the WFM planning cycle is essential
Working knowledge of resource planning across multiple customer contact channels, i.e. telephony, email, multi-media etc is essential
Robust understanding of Work Force Management applications, particularly Avaya CMS and IEX as well as a wider knowledge of the Call Center industry
Knowledge of reports, statistics and the production and presentation of Management Information is desirable
Responsibilities and Key Accountabilities:
Performance Analysis
To identify Service Delivery risks within the change management cycle, analyze, and take action to mitigate / remove them ensuring that objectives are achieved or exceeded, including but not limited to budget targets, customer journey, and employee work/life balance.
To identify Service Delivery opportunities within the change management cycle, analyze and take the appropriate action to ensure that all opportunities are maximized to meet or exceed goals.
Support the operation and allocate resource effectively, feeding back variance to forecast metrics (AHT, demand, shrinkage) and providing strategic options to improve performance position.
Deliver creative, relevant and meaningful insight on business performance by interpreting operational processes, identifying data anomalies, patterns, KPI relationships and trends.
To work with department managers to ensure that risks are clearly understood and mitigated where appropriate, ensuring that they are able to make informed tactical decisions with regards to the deployment of resources within their departments
Proactively look at ways to drive continuous performance improvements for service delivery within the contact center
Management Information
To produce weekly and monthly reports in a timely manner that supports the planning cycle and key stakeholder requirements, such as Client, CC Management Team, product and Marketing. To include but not limited to Schedule Adherence, AHT, Daily/Weekly/Monthly Service Levels, Trend / Root Cause Analysis (RCA), IVR MI and Ad hoc mi requests.
Build and maintain accurate historical records
Assist in the development and continuous improvement of current and new processes, ensuring that these meet key stakeholder needs
Provide the business with timely status updates on projects and initiatives
Facilitates new hire production planning process between WFM, Operations, Training and HR/Recruiting
Relationship Management
Liaise with and build strong relationships with key internal customers and stakeholders to ensure that their expectations are being met and managed at all times. Includes but not limited to Senior Management Team, Contact Centre Managers, Telecoms, Product, Marketing and Client Management.
Liaise with and build relationships with key external customers to ensure that their expectations are being met and managed at all times.
Other
Take a proactive approach on all business tasks to support the WFM Management Team
Support and guide the wider team to ensure core priorities are consistently delivered
Ensure that all processes are mapped and kept up to date
Carry out any other tasks or duties as may be set form time to time
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.
cxLoyalty, a subsidiary of JPMorgan Chase, is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards, merchandise and incentives while using data and analytics to personalize, optimize and deliver a world-class customer experience. We have more than 40 years of experience designing, administering and fulfilling market leading loyalty programs for our respected clients and their customers. Based in Stamford, Conn., cxLoyalty has more than 1,700 associates and provides services to consumers located in 14 countries.
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