Description : Workforce Analyst - Planning Analyst. Company : JPMorgan Chase Bank, N.A.. Location : Hybrydowa / zdalna in Warszawa, mazowieckie
As the Workforce Analyst - Planning Analyst within Service Operations Team, you are responsible for creating insightful reporting to share with key stakeholders across all of the relevant metrics that Planning and our operations share a vested interest in. This will involve taking data feeds from various systems and locations and turning the data in to easy to use views that can be used to drive efficiency and increased understanding of performance.
Job responsibilities
- Develop a suite of standard reports focused on Planning related metrics i.e. adherence, shrinkage, demand, AHT
- Liaise with operational stakeholders to review report requirements and deliver to deadline
- Ensure all reports are consistent in look and feel and are accurate at all times
- Drive improvement in data availability to facilitate ease of reporting
- Consult to improve understanding on all things data and reporting, across the various stakeholder groups
- Work with the other members of the Planning team to ensure all data/reporting requirements are met, internal to the team.
Required qualifications, capabilities, and skills
- Financial Services Call/Contact Centre experience preferred
- Strong skills in Microsoft Office products (Excel, Work, PowerPoint etc.)
- Strong working knowledge of telephony/call routing and workforce management platforms (ie eWFM, WFO)
- 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 others
- Demonstrated ability to influence people at a variety of levels
Preferred qualifications, capabilities, and skills
- Experience in using AWS (Amazon Connect), Salesforce, Feedzai
What We Offer:
- International environment in world-renowned investment Bank
- You will work closely with colleagues located in different countries across EMEA region
- Hybrid work model
- Diverse and inclusive culture. Did you know that every third person in JPM Warsaw is a foreigner?"
- Rewarding career path with variety of Employee Trainings, Mentoring and Development Programs
- A generous Flexible Benefits Platform including theatre, cinema tickets, sports card and more
- Private healthcare insurance (Medicover), Life insurance and Social Fund
- Day Off for volunteering
- Personalized Employee Assistant Program and Resilience Programme
J.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.
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.
