The Marketplace for Regulatory and Compliance Jobs

FEATURED JOBS

Popular Searches

RESOURCES
Advanced Job Search

Sr Operations Analyst - WFM Functional Lead - Jacksonville, FL Job Details

<< Back

Vacancy has expired

Show me jobs like this one

Sr Operations Analyst - WFM Functional Lead - Jacksonville, FL (Ref: 110038237)
Sector, Sub Sector: Other
Compliance Type: Regulatory/Compliance
Expertise: -
Company: JP Morgan Chase
Location: Jacksonville , Florida Americas, United States
Employment Type: Permanent
Job Description:

Hours:  AM shift, start time between 8am and 10am

Location: 7749-7787 Bayberry Road, Floor 1, Jacksonville FL

 


This position reports to one of the GCC WFM Unit Managers within the Chase Default Home Loans Division.  Primary responsibilities of the Senior Operations WFM Analyst are to direct the interval and ultimately daily responsibilities of meeting WFM/Default Call Center KPI's (inbound, outbound and manual workload objectives) for multiple Workforce Management functions and lines of business (LOB).  At a high level, the Senior Operations WFM Analyst will be responsible for most of the following responsibilities:

 

·         Oversee the projections of daily workload and staffing levels for inbound, outbound and manual answering groups to ensure obtainment of interval/daily forecast variance goals. Continuously review and improve interval forecast volumes and AHT patterns & methods by identifying drivers to improve accuracy.

·         Involvement and assistance in short/long range resource planning (making recommendations on optimal schedules for new hires and back-filling attrition). Identify and create analytics to improve efficiencies and business strategy success.

·         Daily communications/touch points with WFM Vice President to provide inbound/outbound workload, agents and KPI status and action plans. The ability to effectively communicate the successes and challenges in achieving call center goals.

·         Ensure schedule tracking (changes, new hires, moves, etc.) necessary to maintain eWFM integrity and performance requirements.

·         Oversee daily line of business workload goals to ensure they are optimizing schedules according to business needs and schedules covering best time to call/inbound peaks.  Seek opportunities within LOB scheduling to create/recommend new processes and shift changes when necessary.

·         Analyze report metrics and drive continuous performance improvements (i.e. AHT, hold, compliance, shrinkage, outbound productive hours, idle time, availability, etc.).

·         Actively facilitate and participate in daily meetings with business partners of all levels to review performances, solicit business change recommendations, provide insight on business/dialer/manual strategies, and strengthen partnerships.

·         Proactively coordinate/delegate LOB event planning and training efforts are executed without fail and without negative impacts to business goals proactively.

·         Assist with System Administration of eWFM system (parameter set up and strategies). Involvement in creating, maintaining and improving upon WFM processes.

·         Maintain and facilitate Business Continuity Plan; lead communications and routing/skilling efforts for LOB disasters; ensure routing contingencies exist through call center design methods (CMS, Genesis, Direct Agents, ICAT, ePRO, etc.).

·         Lead project activities including determining task/project items, delegation to team members, resolving project issues, ensuring the completion of tasks as required.

Essential Qualifications include:

·         Bachelor's Degree preferred but not required based on level of experience

·         Prior management experience a plus but not required based on level of experience

·         Experience monitoring Key Performance Indicators (KPI's)

·         Strong interpersonal and communication skills Minimum 2-3 years experience in workforce management programs (eWFM) and CMS/AVAYA

·         Excellent prioritization, organizational, and project management skills

·         Experience in Inbound/Outbound contacts centers

·         Experience with Essbase and CMS reporting a plus

·         Expert PC skills including Windows, Excel, Access, and PowerPoint

 
Job Ref No: 110038237