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Chase UK - Workforce Analyst - Scheduler - Customer Operations

JP Morgan

Location: Midlothian

Job Type: Full time


Chase UK – Scheduling Controller

The Planning team is part of Customer Operations within International Consumer Banking and provides workforce products, technologies, scheduling, forecasting and real time support for Chase UK Contact Centre Operations. The Scheduling Controller will be responsible for ensuring schedules are segmented to provide coverage across all relevant work-types within the various functions and subsequently monitor effectiveness of schedules.

To succeed in this role you will complete the following duties:

  • Ensure all Specialists schedules are aligned to the various work-types undertaken within a prescribed function
  • Act a single planning point of contact for function stakeholders
  • Real time monitoring of adherence to schedules
  • Ensure schedules are effectively meeting the demand requirements
  • Ensure all off-phone time is planned in and optimised wherever possible.
  • Ensure all on-day changes to schedules are actioned in a timely manner
  • Facilitation of daily status updates with the function stakeholders
  • Troubleshooting for business interruption and escalation as appropriate

Essential experience for this role:

  • Knowledge of Call Centre Operations and Contact Centre Metrics
  • Excellent written and oral communication skills
  • Excellent stakeholder management skills
  • Strength problem solving and thinking outside the box.
  • Highly detail oriented with an ability to work on multiple projects/tasks simultaneously,
  • Must be flexible with work schedule to accommodate business needs
  • Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of levels internally and externally with the ability to work independently and/or in a group
  • High proficiency in Microsoft Office products (Excel, Work, PowerPoint, etc.)
  • Experience with collaboration, communication, and presentation skills preferred
  • Exposure to WFM systems such as Aspect, Telephony platform and back office Contact Centre systems would be advantageous but not essential.
  • A willingness to learn new skills and systems is essential.