Real Time Manager - Workforce Analyst II

Job Description
Join us to be part of a team that values collaboration, continuous improvement, and data-driven decision-making.
As a Real Time Manager in our contact centre team, you will lead the Real Time, responsible for monitoring and managing the real-time performance of the contact centre. You will ensure that staffing levels are optimized to meet customer demand, maintaining service levels, and making real-time adjustments to schedules and resources as needed. You will work closely with the workforce planning team, operations, and other stakeholders to ensure efficient and effective contact centre operations. This role operates in a 24/7 contact centre environment.
Job Responsibilities:

• Lead and manage a team of real-time associates, fostering a collaborative and high-performance culture.
• Create strategies and processes that will build a strong and self-sufficient real time team and workflow team that collaborates with partners and key stakeholders
• Regularly review and update delivery plans to make appropriate recommendations to the Senior Leadership Team to ensure effective execution in an Operations environment
• Serve as the primary point of contact for real-time operational issues, communicating with divisional leads, heads of departments, and other stakeholders to address and resolve issues promptly
• Provide oversight of one or more workforce management functions, coordinating changes and activities across sites and business functions to support the overall business strategy
• Drive process improvement and Best Practices to ensure optimal service levels and staffing
• Foster a culture of continuous improvement by regularly evaluating processes, identifying areas for enhancement, and implementing innovative solutions to improve operational efficiency and effectiveness
• Manage regulatory control reports and auditing processes to ensure compliance with industry standards
• Document procedure/policy including oversight for real time playbook documentation
• Perform additional duties as assigned to support the contact centre's objectives

Required qualifications, capabilities and skills

• Minimum of 3 years management/leadership experience
• Ability to work in a fast-paced environment and adapt to changing priorities and demands
• Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc.)
• Strong working knowledge of telephony/call routing and workforce management platforms
• Strong understanding of cross-business Workforce Management practices required
• Proven experience leading or supporting project initiatives
• Excellent written and verbal communication skills
• Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
• Ability to partner and work collaboratively with business partners, ability to influence people at a variety of levels internally and externally
• Minimum of 5 years contact center experience

Preferred qualifications, capabilities and skills

• Financial services experience preferred

About Us
JPMorganChase, 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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
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.