Apply Now    

CCB - Workforce Analyst I - Houston, TX

Job Description

Duties:
  • Advanced data management position performing complex assignments requiring advanced analytical and technical skills
  • SharePoint Administration
  • Responsible for supporting workforce management processes and data analysis for our multiple contact centers
  • Responsible for WFM processes for implementations, assist with the maintenance and enhancements of various call center management tools, and provide analytical data support to the leadership and support teams
  • Analyzes data, evaluate existing reporting methods, and recommend efficient solutions which support business processes and functional requirements
  • Partner with leadership team to provide continuous improvement of department process, procedures and functions
  • Develop, execute and audit both standardized and ad-hoc reports
  • Understand business needs; determines, documents, and prioritizes requirements from the business and presents these requirements in a manner that is agreeable, measurable, and flexible
Skills:
  • Demonstrated data analysis experience to support process improvement recommendations
  • Demonstrated analytical, problem solving, and documentation skills
  • Demonstrated verbal, written, and presentation communication skills
  • Ability to multi-task, prioritize tasks and quickly adjust in a rapidly changing environment
  • Independent, logical thinker with proven ability to perform detailed data analysis and make sound decisions
  • Ability to understand operational business processes, and apply technical/system knowledge
 
  • Preferred knowledge of Call Center Operations & Workforce Management
  • Preferred knowledge of Contact/Call Center metrics
  • 3-5 years experience with Microsoft development tools and technologies including MS Office, MS Project, MS Visio, VB, Access, SQL, and Reporting Services
  • Strong SQL knowledge (100K+ rows)
  • VBA knowledge for writing macros in Excel
  • Experience in process automation or technology solutions to support the business requirements
 
Req #: 160042569
Location: Houston, TX US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

Apply Now    

Join our Talent Community

Not ready to apply? Leave your information with us and we will keep you up to date with new career opportunities.

Join Now

Privacy Statement

Any information you provide is confidential and will only be viewed by our recruiters in an effort to fill open positions. In addition, the information you provide is subject to our privacy policy practices.

Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.

The firm invites all interested and qualified candidates to apply for employment opportunities.

Need disability related assistance?

If you are a US or Canadian applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us by calling (US and Canada Only) 1-866-777-4690. Please indicate the specifics of the assistance needed.


Keep in touch

Not ready to apply? Leave your information with us and we will keep you up to date with new career opportunities.