Workflow Analyst - Contact Centre Operations
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 provides workforce products, technologies, scheduling, forecasting and real time support for our Contact and Back‑Office Centres. As a Workflow Analyst – Contact Centre Operations, you will be responsible for the real‑time monitoring and day‑to‑day service levels across back‑office workloads.
Job Responsibilities
* Oversee case allocation across business journeys for efficient distribution and handling.
* Analyse back‑office case work and manage resources to meet service levels.
* Ensure adherence to service level agreements and manage disruptions.
* Provide Tier 1 troubleshooting for business interruptions and escalated issues as needed.
* Facilitate daily status calls with stakeholders to update on performance and address concerns.
* Serve as a liaison between teams for alignment and informed decision‑making.
* Contribute to strategic planning with insights and recommendations for continuous improvement.
* Communicate and implement changes with call centre management.
* Complete real‑time segment entry and analyse incoming requests to uphold service standards.
* Maintain and adjust real‑time schedules using Workforce Management (WFM) tools.
Required Qualifications, Capabilities, And Skills
* Knowledge of Banking Operations or Fraud Call Centre Operations and Contact Centre Metrics.
* 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/task.
* Comfortable with a fluid business environment, changing job priorities, and working with colleagues and stakeholders at all levels, both within and outside the organisation.
* Ability to work in a consistently fast‑paced, high‑volume, environment with the ability to work independently and in a group.
* High proficiency in Microsoft Office products (Excel, Word, PowerPoint, etc.).
* Excellent written and oral communication skills.
Preferred Qualifications, Capabilities, And Skills
* Proficiency with Workforce Management scheduling software or equivalent.
* Experience with back‑office day‑work allocation.
* Strong collaboration, communication, and presentation skills.
* 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.
Seniority level: Not Applicable
Employment type: Full‑time
Job function: Management and Manufacturing
We are an equal‑opportunity employer and place a high value on diversity and inclusion. 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.
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