JPMorgan Chase Workforce Analyst (Scheduler) in Westerville, Ohio

As the Workforce Analyst within the Operations Infrastructure Workforce Management Team for Consumer and Community Banking (CCB), you provide analysis and research that will provide a basis for schedule creation to maintain staffing level objectives. The Workforce Management team is responsible for the planning and scheduling of Call Center Specialists supporting the CCB Contact Centers.


  • Partner with Site Operations, Training, Forecasting to reach SVL goals

  • Report, monitor, track and analyze SVL performance, including future projected performance - pull levers for SVL management & engage management, including determining overtime needs and off phone activity

  • Evaluate and analyze historical trends to make strategic/tactical operations plans related to staffing needs

  • Partner with leadership team to provide continuous improvement of department process/procedures

  • Monitor real-time performance statistics, adding/adjusting schedules to secure staffing requirements

  • Lead and participate in workforce management meetings as needed

  • Identify/research service level risks based on forecasts for problem resolution and management notification

  • Analyze interval forecasted call volume to create optimal schedules to meet interval staffing level objectives

  • Develop and maintain schedules for all events (adjustment, training , meetings, etc)

  • Answer emails from managers/leads/agents and adjust schedules as needed

  • Ensure the accuracy/timeliness of segment entry requests and skill changes. Schedule, communicate, and process off-phone events such as team meetings, training, etc

  • Develop and monitor internal control reports to identify/correct processing errors

  • Provide mentoring to peers/new hires

  • Provide process education to leadership when appropriate

  • Complete and communicate group allowance reviews and updates

  • Ability to advance to a leadership role within 12-18 months


  • Advanced knowledge of Call Center Operations and Workforce Management

  • Advanced knowledge of Contact/Call Center metrics

  • Strength in quantitative analysis, critical thinking, problem solving and innovation

  • Able to creatively solve problems through critical thinking

  • Comfortable with ever-changing business environment and changing job priorities

  • Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize tasks to complete a project

  • Must be flexible with work schedule to accommodate business needs

  • Ability to adapt quickly to change - strong change management

  • Ability to work in a consistently fast paced environment

  • Excellent follow-ups skills

  • Must be able to work independently and in a group environment

  • Strong skills in Microsoft Office products (Excel, Work, Powerpoint etc)

  • Experience with collaboration, communication and presentation skills required

  • Qualifications:

  • 2+ years or more experience in working in a large call center or similar environment

  • 3-5 years experience processing, forecasting, staffing and scheduling required

  • Basic skills with Analytical/Data Mining Systems (i.e., Tableau, SQL) preferred

  • Experience with collaboration, communication and presentation skills required

  • Basic knowledge of telephony/call routing and workforce platforms

  • Strong understanding of cross-LOB Workforce Management practices

  • General understanding of Project Management best practices

  • 3-5 years experiencing using Aspect, eWFM, Avaya CMS or equivalent WFM Scheduling tools

  • College degree or similar work experience preferred

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.