Are you looking for your next career opportunity in real time or workflow analysis within a busy contact centre environment?
Here at Chase the Workforce Planning team provide workforce products, technologies, scheduling, forecasting and real time support for our Contact and Back-Office Centres.
As a Workflow Analyst - Contact Centre Operations, within our Daily Banking, Fraud and Banking Operations Departments, you will be responsible for the real time monitoring and day-to-day service levels across back-office workloads.
Job Responsibilities:
1. Oversee case allocation across business journeys for efficient distribution and handling.
2. Analyse back-office case work and manage resources to meet service levels.
3. Ensure adherence to service level agreements and manage disruptions.
4. Provide Tier 1 troubleshooting for business interruptions and escalate issues as needed.
5. Facilitate daily status calls with stakeholders to update on performance and address concerns.
6. Serve as a liaison between teams for alignment and informed decision-making.
7. Contribute to strategic planning with insights and recommendations for continuous improvement.
8. Communicate and implement changes with call center management.
9. Complete real-time segment entry and analyse incoming requests to uphold service standards.
10. Maintain and adjust real-time schedules using Workforce Management (WFM) tools
Required qualifications, capabilities, and skills
11. Knowledge of Banking Operations or Fraud Call Centre Operations and Contact Centre Metrics
12. Strength in quantitative analysis, critical thinking, problem solving, and innovation
13. Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task
14. Comfortable with a fluid business environment, changing job priorities, and working with colleagues and stakeholders at all levels, both within and outside the organisation
15. Ability to work in a consistently fast-paced, high-volume, environment with the ability to work independently and in a group
16. High proficiency in Microsoft Office products (Excel, Work, PowerPoint,
17. Excellent written and oral communication skills
Preferred qualifications, capabilities, and skills
18. Proficiency with Workforce Management scheduling software or equivalent
19. Experience with Back office in day work allocation
20. Strong collaboration, communication, and presentation skills
21. Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-business
This is a shift based role. The shift rota times are scheduled between 0700 and 1700, Monday-Friday.
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