The Workforce Management team at J.P. Morgan Wealth Management plays a vital role in ensuring our contact centers run efficiently and deliver exceptional service. By partnering with local management and leveraging real-time data, the team optimizes staffing, manages schedules, and supports process improvements to meet business needs and client expectations. Their strategic approach helps maintain high service levels and drive operational excellence across the firm.
 

As a Local Real-Time Workforce Management Analyst in our Workforce Management team, you will play a key role in optimizing staffing and service levels for J.P. Morgan Wealth Management’s contact centers. Leveraging your analytical skills and strategic mindset, you’ll partner with local management and cross-functional teams to make real-time staffing decisions that respond to dynamic business needs. If you thrive in a fast-paced environment and are passionate about driving operational excellence, you may be the perfect fit for our team.

Job responsibilities :

Perform staffing analysis and modify employee schedules to align with business needsManage daily service levels to support operational objectivesOptimize staffing schedules across multiple sites, queues, and business functions at 30-minute intervalsParticipate in daily leadership calls to identify opportunities and recommend improvements for availabilityCommunicate overtime requirements to leadership and secure necessary resourcesMinimize idle time and promote effective entitlement usageMaintain and configure Aspect eWFM system settingsProvide intraday and ad-hoc reporting as neededGuide and execute changes that enhance staffing and service levelsCollaborate with eWFM Administration, Leadership, and Technology teamsContribute to projects and initiatives that support process improvements

Required qualifications, capabilities, and skills

2 years of call center experience with emphasis on intraday support through schedule modificationStrategic mindset and highly analytical thinker with sound business judgmentMaintain a positive attitude and act as team player while delivering on high priority, time-sensitive initiativesStrong PC skills (Microsoft Office including Excel, PowerPoint, Word and Visio)

Preferred qualifications, capabilities, and skills

2 years of Workforce Management experience in a 500+ seat environmentAspect/eWFM application experience preferred