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:
* 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 elevate 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 center 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 in 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.
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