Excited by the opportunity to build innovative digital retail banking products and services in a start-up environment, backed by one of the leading financial service providers worldwide?
Join our digital consumer banking offer Chase at our new JPMorganChase office in the heart of Berlin. In this exciting chapter of continued growth and expansion, we’re looking for a passionate Workforce Analyst.
As a Workforce Analyst (all genders) within our Workforce Planning Team, you will be instrumental in shaping the future by leveraging your previous experience in all planning disciplines. You will concentrate on enhancing work methods, engaging with stakeholders, and ensuring quality outputs across all areas. This role offers the chance to assume responsibility and accountability for all Workforce Management outputs and to foster collaboration between Planning and other business areas.
Job Responsibilities:
- Develop and maintain efficient staff schedules to meet business needs and service level agreements.
- Conduct real-time monitoring and analysis of service level, intra-day performance, and other operational KPIs.
- Respond to unexpected changes in demand and provide solutions to minimize impact on operations by managing intra-day adjustments
- Build, analyse and refine forecasting models
- Analyse forecasted data to calculate future labour demand and ensure accurate staffing levels
- Dive efficiency by identifying process gaps and improvement possibilities
- Utilize data to provide and create required reports
Required qualifications, capabilities and skills:
- Minimum 2 years of Contact Centre WFM experience. Knowledge of Call Centre Operations, Contact Centre KPI’s, and Workforce Planning practices and systems
- Proficiency with WFM scheduling and real time monitoring software
- Strong deep-dive analysis skills, critical thinking, problem solving, and innovation skills
- Ability to work in a consistently fast-paced, high-volume, environment with the ability to work independently and in a group
- High proficiency in Microsoft Office products, especially Excel and experience with BI Tools (i.e. Tableau, Looker)
- Knowledge of German labour law
- Fluent in English
Preferred qualifications, capabilities and skills:
- Financial Services Call/Contact Centre experience
- VBA and SQL proficiency
- Fluent in German
#ICBCAREER
About UsJ.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.Skills Required
- Minimum 2 years of Contact Centre WFM experience
- Knowledge of Call Centre Operations, Contact Centre KPIs, and Workforce Planning practices and systems
- Proficiency with WFM scheduling and real time monitoring software
- Strong deep-dive analysis, critical thinking, problem solving, and innovation skills
- Ability to work in a consistently fast-paced, high-volume environment independently and in a group
- High proficiency in Microsoft Office products, especially Excel, and experience with BI tools (Tableau, Looker)
- Knowledge of German labour law
- Fluent in English
- Financial Services Call/Contact Centre experience
- VBA and SQL proficiency
- Fluent in German
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental health coverage are comprehensive, with on-site clinics, preventive care, and specialized supports such as maternity nurse guidance and fertility treatments. Wellness activities can help offset copays and out-of-pocket costs, reinforcing the perceived strength of health benefits.
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Retirement Support — A 401(k) with dollar-for-dollar matching and additional automatic pay credits reflect strong employer-backed retirement savings. An employee stock purchase plan and related financial programs further bolster long-term financial support.
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Leave & Time Off Breadth — Paid time off, sick time, holidays, and generous parental leave are provided alongside family medical leave and adoption/fertility assistance. Additional programs like caregiver support and volunteer time off expand the breadth of time-away options.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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