The Workforce Management, Local Real-Time Administration Analyst is part of the Workforce Management (WFM) team for J.P. Morgan Wealth Management (JPWM). The position will partner with local 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 businessPerforms Daily Service Level Management 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 intervalParticipation in daily leadership calls, identifying opportunities from prior day, recommendations for improving current day availabilityCommunicate overtime requirements to leadership and obtain the necessary resourcesReduce idle time and promote entitlement usageAspect eWFM maintenance and configuration changesProvides intraday and ad-hoc reporting as requiredLead efforts to execute changes towards optimizing staffing requirements and service levelsEngagement with other business functions (eWFM Admin, Leadership and Technology)Project and initiative assignments that supports process improvements

Qualifications:

2 years of call center experience with emphasis on intraday support through schedule modificationPrefer 1-2 years of Workforce Management experience in a 500+ seat environmentPrefer Aspect/eWFM application experienceStrategic mindset and highly analytical thinker with sound business judgmentMaintain a positive attitude and act as team player while delivering on high priority, time-sensitive initiativesStrong PC skills (Microsoft Office including Excel, PowerPoint, Word and Visio)