Workforce Senior Specialist II (Praesto Skilling Team)

Job Description
Are you interested in analyzing call routing data and performance metrics to identify trends, patterns, and areas for improvement? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members.
Job Summary
As a Workforce Senior Specialist II a part of the Praesto Skilling Team within Workforce Planning, you will be responsible for managing skilling profiles and ensuring specialists are skilled correctly to receiving incoming calls from Chase customers within the Praesto Bridge application and Alvaria eWorkforce Management (eWFM) platform for several groups across Consumer & Community Banking.
Job Responsibilities:

• Maintain skill set, including skilling/re-skilling specialists
• Call routing verification and auditing
• Analyze call routing data and performance metrics to identify trends, patterns, and areas for improvement.

Required Qualifications, Capabilities, and Skills:

• 2+ years' experience in real time and/or scheduling in a large call center, multi-site, or similar environment
• Proficiency with Alvaria (eWFM), Genesys Scheduling software, and/or similar Workforce Planning platforms
• Working knowledge of Alteryx, Python, and excellent presentation skills
• High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, etc.)
• Working knowledge of workforce planning practices and contact center metrics
• Excellent written and oral communication skills
• Highly detail-oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete projects/tasks, and be flexible with work schedule to accommodate business needs

Preferred Qualifications, Capabilities, and Skills:

• Experience in writing complex SQL queries, with knowledge of assessing, sourcing data, and optimizing data structures
• 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
• Experience in business analysis, reporting, data review, root cause analysis and resolution in a workforce management profile
• Ability to work in a consistently fast-paced, high-volume, high-stress environment
• Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB's preferred

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
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.