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Workforce Analyst (Ref: 100069069)
Sector, Sub Sector: Other
Compliance Type: Regulatory/Compliance
Expertise: -
Company: JP Morgan Chase
Location: Taguig City Asia / Pacific, Philippines
Employment Type: Permanent
Job Description:

Loss Mitigation provides assistance to mortgagors in default while mitigating loss for the investor. The staff members interact each day with customers, attorneys, and third parties via telephone combining collection, negotiation, and customer service skills. Loss Mitigation Specialists will review and analyze customer financial documentation and propose Modification solutions to assist customers in retaining homeownership.

 

Description

 The WFM Analyst is responsible in coordinating with the Global Command Center (GCC) to request/schedule off phone time and any ad hoc off line request. This person will also be responsible in ensuring that proper staffing requirements are met during critical work intervals through real-time and intraday monitoring to meet the business service level, analyzing call volume and forecast.  This person will also manage adjustments in staffing requirements (OT, PTO and VTO) together with the Daily Absenteeism Report to GCC and Management.  Work closely with GCC and Operations Managers in order to achieve the highest service targets possible while maintaining operational costs and meeting the business needs.

 

 

Duties

Instruct and coordinate optimal intraday scheduling of team meetings, supervisor coaching sessions, training and other scheduled off-phone activity with the Global Command Center.

Handle Daily attendance records and reporting.

Management of daily early out process and exceptions documentation.

Generate Call Management Reports (CMS) and Analysis that are important to the business.

Create ad hoc reports, ensuring consistent and accurate reporting of metrics.

Conduct Real-Time and Intraday Monitoring

Maintain accurate Employee Roster

Responsible to meet schedule compliance goal and ensuring the all segment exceptions are entered in eWFM

Coordinate with Global Command Center in administering overtime, voluntary time off activities, and paid time off?s.

Drive the process for creating, maintaining and improving upon WFM processes with business partners

Keep track of Staffing Plan and Attrition Report

Perform other duties that may be assigned by management

 

 

 

 

 

 

 

 



  • Demonstrated clear and solid understanding of Workforce Management

  • Knowledge of Aspect eWorkforce Management or similar application (ESP, RTA, etc.) is preferred

  • Knowledge of Call Management System (CMS) and CMS Reports

  • Knowledge in Microsoft Office, particularly Microsoft Excel

  • Ability to analyze and interpret data

  • Strong organizational and time management skills.

  • Ability to effectively communicate with all levels of management and company personnel

  • Ability to show judgment and initiative and to accomplish job duties

  • Ability to work with others to resolve problems, handle requests or situations

  • Multi-tasked; strong problem-solving skills; decision-making ability.
Job Ref No: 100069069