Overview

JPMorgan Chase & Co is a leading global financial services firm with assets of more than $2.7 trillion, over 240,000 employees and operations in over 60 countries. It operates across four business segments including Asset & Wealth Management, Corporate and Investment Banking, Commercial Banking and Consumer and Community Banking.The U.S. Wealth Management business is focused on helping investors achieve their long-term financial goals and comprised of the Chase wealth management business, J.P. Morgan Securities and You Invest – our digital investing platform. The combined business has ~$400 billion in Assets under Management and ~4,000 advisors who work out of 3,500 branches and 21 offices.The Workforce Management, Real-time Administration analyst is part of the Workforce Management (WFM) team for J.P. Morgan Wealth Management (JPWM). The position will partner with contact center management, functional areas, and other members of the WFM team to make intra-day staffing and contingent resource adjustments in response to current market conditions, contact queues and service levels objectives.Key Responsibilities include but are not limited to: Performs staffing analysis and modifies employee schedules to meet the needs of the business Oversight of staffing schedule optimization across multiple sites, queues and/or business functions to ensure appropriate staffing towards maintaining service levels at the 30 minute interval Participation in daily leadership calls, identifying opportunities from prior day, recommendations for improving current day availability Communicate overtime requirements to leadership and obtain the necessary resources Reduce idle time and promote entitlement usage Aspect eWFM maintenance and configuration changes Provides intraday and adhoc reporting as required Lead efforts to execute changes towards optimizing staffing requirements and service levels Engagement with other business functions (eWFM Admin, Leadership and Technology) Project and initiative assignments that supports process improvementsQualifications: 2 years of call center experience with emphasis on intraday support thru schedule modification 1-2 years of Workforce Management experience in a 500+ seat environment Prefer Aspect/eWFM application experience Strategic mindset and highly analytical thinker with sound business judgment Maintain a positive attitude and act as team player while delivering on high priority, time sensitive initiatives Strong PC skills (Microsoft Office including Excel, PowerPoint, Word and Visio)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.Equal Opportunity Employer/Disability/VeteransTracking

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