Location: Mumbai, Maharashtra, India

Are you interested in analyzing call routing data and performance metrics to identify trends, patterns, and areas for improvement? Our Workforce Planning team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking, and solution-oriented members.

As a Workforce Senior Specialist II on the Skilling Team within Workforce Planning,  you will be responsible for managing skilling profiles and ensuring specialists are skilled correctly to receiving incoming calls from Chase customers within the Praesto Bridge application and the Alvaria eWorkforce Management platform for several groups across Consumer & Community Banking. 

Job responsibilities

• Maintain skill set maintenance, including skilling and re-skilling specialists
• Verify call routing verification and auditing
• Analyze call routing data and performance metrics to identify trends, patterns, and areas for improvement
• Make necessary updates in the Alvaria eWorkforce Management platform accurately and in a timely manner
• Review and monitor agent schedules to ensure compliance with company overtime policies and adherence to relevant labor laws and regulations

Required qualifications, capabilities and skills

• Minimum two years experience working in large call center, multi-site, or similar environments

• Proficiency with Alvaria eWorkforce Management platform, Genesys Scheduling, and/or similar Workforce Planning platforms
• Working knowledge of Alteryx, Python, and excellent presentation skills
• Working knowledge of Workforce Planning practices and contact center metrics
• Delivers verbal messages clearly and compellingly, summarizes discussions to confirm understanding and alignment.
• Conveys information, ideas, and messages through written words with clarity, conciseness, and professionalism.
• 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 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, PowerPoint, SharePoint, Word, Teams, etc.)

Preferred qualifications, capabilities and skills

• Experience in business analysis, reporting, data review, root cause analysis and resolution in a workforce management profiles
• Basic knowledge and understanding of Alvaria eWorkforce Management platform, practices, policies, and procedures; both internal and across various lines-of-businesses 

Join the team managing skilling profiles and updates for specialists across a large, multi-function line of business.