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Job Location: Tampa, FL
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.
General Requirements for Role
The Workforce Planning (WFP) team is part of Consumer and Community Banking (CCB) Global Finance & Business Management Office and provides workforce products, technologies, scheduling, forecasting and real time support for CCB Contact and Back-Office Centers. The Workforce Analyst I (Forecast Support) is tasked with delivering solutions to support the core WFP functions (Forecasting, Scheduling, and Real-Time). The WFP team supports Chase’s call centers located around the world.
Projects involving the Forecasting Support team can be complex, data intensive, and of a high level of difficultly, each having significant impacts on the business. Typically, these problems will be unstructured whereby the employee will be expected to quickly assess and comprehend the situation then develop a solution. You will be expected to analyze the topic in question, develop a solution, and review the results and next steps with management.
Responsibilities Include
- Build repositories, tools, and reports using available tools such as MS Access, MS Excel, and Alteryx
- Perform advanced root cause analysis to identify areas of opportunity and make strategic recommendations
- Participate in projects and provide subject matter expertise
- Support process improvements and best practice identification
- Maintain team SharePoint
Skills Required
- Hands on experience developing tools and reports using combination of available technologies (Excel, Access, SQL, Alteryx, etc.)
- Experience with Analytical/Data Mining Systems (SQL, Access, Alteryx)
- High proficiency in Microsoft Office products (Excel, Outlook, Access, SharePoint, etc.)
- Strong experience in business analysis, reporting and data review, and root cause analysis and resolution
- Ability to partner collaboratively with key stakeholders
- Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
- 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
- Excellent follow-up skills
- Ability to work in a consistently changing, fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
- Experience with collaboration, communication, and presentation skills required
Qualifications
- Experience developing tools and reports
- 3+ years’ experience working in large call center, multi-site, or similar environments
- 3+ years’ experience processing, forecasting, staffing, scheduling, and/or project management
- Experience with collaboration, communication, and presentation skills required
- College degree or similar work experience preferred
- Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s required
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 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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the WELL Health-Safety Rating for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm’s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
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.
Equal Opportunity Employer/Disability/Veterans
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