[New Job Vacancy] Business Analysis Spec. III (Workforce RTA) job in JPMorgan Chase Bank, N.A., (Mumbai, Maharashtra) – Jobs in Mumbai, Maharashtra

[New Job Vacancy] Business Analysis Spec. III (Workforce RTA) job in JPMorgan Chase Bank, N.A., (Mumbai, Maharashtra) – Jobs in Mumbai, Maharashtra

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Job Opening details:-
Company Name :-
JPMorgan Chase Bank, N.A.
Position Name :-
Business Analysis Spec. III (Workforce RTA)
Company Location :-
Mumbai, Maharashtra
Job Category :-
Back Office jobs

Full Job Description :-
Organization Description

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.
Employer Description

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
Equal Opportunity Employer/Disability/Veterans
General Requirements for Role

The Workforce Planning (WFP) team is part of Consumer and Community Banking (CCB) Global Finance & Business Management Office and provides workforce products, technologies, scheduling, forecasting and real time support for CCB Contact and Back-Office Centers. The Workforce Sr Specialist II (RTA/Real Time) is responsible for the real time monitoring and day-to-day service levels for multiple lines of businesses. Responsibilities also include entering and reporting schedule and exception activity, providing management with performance reports relating to forecasting, scheduling, service level and specialist performance, while using eWorkforce Management (eWFM), Real Time Adherence (RTA), and/or other various software applications to perform duties.
Responsibilities Include
Real time monitoring of service level
Identify need to increase or decrease off-phone time and employee movement in order to optimize service levels, communicate changes to call center management, and then implement changes as required
Plan and influence the participation of all off-phone activities for specialist meetings, coaching, and department initiatives.
Maintain real time schedules and complete real time analysis
Complete real time segment entry of incoming requests within predefined guidelines that require analysis of service level
Facilitation of daily status calls with the business
Tier 1 troubleshooting for business interruption and escalation as appropriate
Skills Required

Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
Ability to demonstrate leadership capabilities
Excellent written and oral communication skills
Strength in quantitative analysis, critical thinking, problem solving, and innovation
Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
Must be flexible with work schedule to accommodate business needs
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
Excellent follow-up skills
Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
Experience with collaboration, communication, and presentation skills preferred
Qualifications
2+ years’ experience working in large call center, multi-site, or similar environments
Proficiency with eWFM scheduling software and/or WFO required
Experience with Automatic Call Distribution (ACD) and/or Call Management System (RTP/Pulse) systems and reports
Experience with collaboration, communication, and presentation skills required
College degree or similar work experience preferred
Show high levels of professionalism and confidentiality at all times
Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s required
JPMorgan Chase & Co., 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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

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