Are you ready to join the team that is responsible for providing senior leadership and strategic guidance to the managers of the Planning Services Team? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members. Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members.As a Workforce Analyst I in the Planning Services Team of Workforce Planning, you will be responsible for leading processes and projects that support the alignment of business resources to ensure key performance standards are met while ensuring the highest level of service to our customers. You will be responsible for providing senior leadership to the team of managers responsible for the specialists answering the consolidated attendance line and processing flex scheduling requests.Job Responsibilities:
Provide senior leadership and strategic guidance to the managers of the Planning Services Team
Lead processes and projects that support the alignment of business resources to ensure key performance standards are met
Partner with multiple levels of management from various Lines of Business and ensure the highest level of service to our customers
Participate in projects and provide subject matter expertise
Perform advanced root cause and trending analysis using historical performance to identify areas of opportunity and make strategic recommendations
Support process improvements and best practice identification
Execute Ad hoc duties
Required Qualifications, Capabilities, and Skills:
Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices
Ability to demonstrate leadership capabilities
Excellent written, oral communication, and follow-up skills
Strength in quantitative analysis, critical thinking, problem solving, and innovation
Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time and prioritize to complete a project/ad hoc task
Comfortable with a fluid business environment, changing job priorities, and working with people at a variety of management levels
Must be flexible with work schedule to accommodate business needs; Ability to work in a consistently fast-paced, high-volume, high-stress environment with the ability to work independently and in a group
High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.)
Preferred Qualifications, Capabilities, and Skills:
Proven experience leading or supporting project initiatives preferred
3+ years' experience working in large call center, multi-site, or similar environments
3+ years' experience processing, forecasting, staffing, scheduling, and/or project management
College degree or similar work experience preferred
Show high levels of professionalism and confidentiality at all times
Proficient knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB's required
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.Equal Opportunity Employer/Disability/Veterans
Full-time