Workflow Analyst Contact Centre Operations

7 days ago

Edinburgh, United Kingdom JPMorganChase Full time

DescriptionAre you looking for your next career opportunity in real time or workflow analysis within a busy contact centre environmentHere at Chase the Workforce Planning team provide workforce products technologies scheduling forecasting and real time support for our Contact and Back-Office Centres.As a Workflow Analyst - Contact Centre Operations within our Daily Banking Fraud and Banking Operations Departments you will be responsible for the real time monitoring and day-to-day service levels across back-office workloads.Job Responsibilities:Oversee case allocation across business journeys for efficient distribution and handling.Analyse back-office case work and manage resources to meet service levels.Ensure adherence to service level agreements and manage disruptions.Provide Tier 1 troubleshooting for business interruptions and escalate issues as needed.Facilitate daily status calls with stakeholders to update on performance and address concerns.Serve as a liaison between teams for alignment and informed decision-making.Contribute to strategic planning with insights and recommendations for continuous improvement.Communicate and implement changes with call center management.Complete real-time segment entry and analyse incoming requests to uphold service standards.Maintain and adjust real-time schedules using Workforce Management (WFM) toolsRequired qualifications capabilities and skillsKnowledge of Banking Operations or Fraud Call Centre Operations and Contact Centre MetricsStrength in quantitative analysis critical thinking problem solving and innovationHighly detail oriented ability to work on multiple projects/tasks simultaneously manage time and prioritize to complete a project/taskComfortable with a fluid business environment changing job priorities and working with colleagues and stakeholders at all levels both within and outside the organisationAbility to work in a consistently fast-paced high-volume environment with the ability to work independently and in a groupHigh proficiency in Microsoft Office products (Excel Work PowerPoint etc.)Excellent written and oral communication skillsPreferred qualifications capabilities and skillsProficiency with Workforce Management scheduling software or equivalentExperience with Back office in day work allocationStrong collaboration communication and presentation skillsBasic knowledge and understanding of Workforce Planning platforms and practices both internal and cross-businessThis is a shift based role. The shift rota times are scheduled between 0700 and 1700 Monday-Friday.#ICBCareerRequired Experience:IC Key Skills Fashion Retail,Academics,CFA,Audio Visual,Concrete Pump,Event Marketing Employment Type : Full-Time Department / Functional Area: Operations Experience: years Vacancy: 1

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