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Workforce Planning Analyst - Realtime, Scheduling, Workflow

JPMorgan Chase
Edinburgh, GBR
Full-time
Mid
Onsite
Discovered 2 weeks ago
awsexcel

Full Job Posting

Job responsibilities

  • Real-time / intraday management
  • Monitor intraday performance across calls, chats, and back-office workloads, and coordinate actions to protect service levels.
  • Execute intraday controls, including moving resources between activities, controlling off-phone time, and sequencing priority actions in line with agreed operational guardrails.
  • Maintain real-time schedules and intraday controls within the WFM and real-time tools, including managing exceptions and keeping intraday plans current.
  • Support incident and business interruption response, including tier 1 troubleshooting, structured escalation, and clear documentation of impacts and actions taken.
  • Facilitate (or contribute to) daily operational routines, ensuring actions, owners, and immediate next steps are clear.
  • Scheduling
  • Build, publish, and maintain schedules, and manage schedule changes to reflect agreed operational inputs and constraints.
  • Coordinate workflow allocation across queues, skills, and channels to support consistent execution and timely completion of work.
  • Plan and influence the timing and participation of off-phone activities (for example, specialist meetings, coaching, and department initiatives) to protect service delivery while enabling operational readiness.
  • Maintain staffing lists and hierarchy changes to ensure records remain current and usable for day-to-day operations.
  • Provide clear operational communications on schedule changes, allocation changes, and intraday decisions, ensuring ownership and timing are unambiguous.
  • Experience in real-time / intraday management, scheduling, and/or workflow management within a call/contact centre environment, with working knowledge of core contact centre metrics and operating levers.
  • Strong problem-solving capability and sound judgement, with the ability to translate data into practical operational actions.
  • Experience with data analysis and have strong analytical thinking skills
  • High proficiency in Microsoft Office (Excel required, and Word, PowerPoint).
  • Strong attention to detail, with the ability to manage multiple concurrent tasks, prioritise effectively, and deliver accurately under time pressure.
  • Confident communication skills (written and verbal), including the ability to influence stakeholders at different levels and work effectively across operations and partner teams.
  • Comfortable operating in a fluid environment with changing priorities, while maintaining control, discipline, and stakeholder confidence.
  • Proficiency with workforce management tools for scheduling and/or real-time monitoring platforms (may vary by assignment).
  • Working knowledge of telephony/call routing and workforce management ecosystems (for example, Alvaria, or equivalent), beneficial depending on assignment.
  • Comfortable working with operational dashboards and data extracts for day-to-day monitoring and control.
  • Exposure to relevant operational platforms (for example, AWS/Amazon Connect, Salesforce), beneficial depending on assignment.
  • Strong collaboration and presentation skills, with the ability to align cross-functional groups around common definitions, priorities, and actions.
  • Roles will be based on a rotational shift arrangement within the hours of 0700-1700 Monday to Friday and be office based.
  • #ICBCareers

Required qualifications, capabilities and skills

  • Experience in real-time / intraday management, scheduling, and/or workflow management within a call/contact centre environment, with working knowledge of core contact centre metrics and operating levers.
  • Strong problem-solving capability and sound judgement, with the ability to translate data into practical operational actions.
  • Experience with data analysis and have strong analytical thinking skills
  • High proficiency in Microsoft Office (Excel required, and Word, PowerPoint).
  • Strong attention to detail, with the ability to manage multiple concurrent tasks, prioritise effectively, and deliver accurately under time pressure.
  • Confident communication skills (written and verbal), including the ability to influence stakeholders at different levels and work effectively across operations and partner teams.
  • Comfortable operating in a fluid environment with changing priorities, while maintaining control, discipline, and stakeholder confidence.

Preferred qualifications, capabilities and skills

  • Proficiency with workforce management tools for scheduling and/or real-time monitoring platforms (may vary by assignment).
  • Working knowledge of telephony/call routing and workforce management ecosystems (for example, Alvaria, or equivalent), beneficial depending on assignment.
  • Comfortable working with operational dashboards and data extracts for day-to-day monitoring and control.
  • Exposure to relevant operational platforms (for example, AWS/Amazon Connect, Salesforce), beneficial depending on assignment.
  • Strong collaboration and presentation skills, with the ability to align cross-functional groups around common definitions, priorities, and actions.
  • Roles will be based on a rotational shift arrangement within the hours of 0700-1700 Monday to Friday and be office based.
  • #ICBCareers

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