Workforce Analyst - Data Analytics and Process Improvement

In this role as a Workforce Analyst on the Change the Bank Team within Workforce Planning at JPMorganChase, you will be part of a highly-collaborative and inclusive environment that values relationship-building, strategic thinking, and solution-oriented members. You will lead analytics and process improvements to optimize capacity, strengthen service-level performance, and enhance customer outcomes. As an individual contributor, you will own high-impact projects that directly improve operational efficiency and resource alignment.

• *Key Responsibilities:**
• Use technologies and tools such as Alteryx, Tableau, and Python to automate processes and enhance efficiency and performance.
• Act as a project lead coordinating cross-functional teams, managing product lifecycle, building business strategies, and advocating for customer needs.
• Conduct root cause and trending analysis using historical performance data to identify opportunities and make strategic recommendations.
• Work effectively with individuals from different departments to achieve common goals, coordinating efforts and leveraging diverse perspectives.
• Serve as a subject matter expert in projects, providing insights and guidance to stakeholders.
• Support the identification and implementation of process improvements and best practices, driving initiatives from inception to completion.
• Prepare and present project updates, reports, and recommendations to leadership and stakeholders.
• Perform additional duties as assigned, aligned to business priorities and organizational needs to support business needs.
• *Qualifications Required:**
• Experience with technologies and tools such as Alteryx, Tableau, Python, and SQL.
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices.
• Demonstrated leadership capabilities with the ability to influence and drive results.
• Strong communication skills both verbally and in writing.
• 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.
• High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, Teams, etc.).

JPMorganChase, a renowned financial institution, offers innovative financial solutions to millions of consumers, small businesses, and corporate clients globally. With a history spanning over 200 years, the company is a leader in various financial sectors. JPMorganChase is committed to diversity and inclusion, valuing the diverse talents of its workforce and providing equal opportunities to all employees. The company does not discriminate on any protected attribute and makes reasonable accommodations for applicants' and employees' needs. In this role as a Workforce Analyst on the Change the Bank Team within Workforce Planning at JPMorganChase, you will be part of a highly-collaborative and inclusive environment that values relationship-building, strategic thinking, and solution-oriented members. You will lead analytics and process improvements to optimize capacity, strengthen service-level performance, and enhance customer outcomes. As an individual contributor, you will own high-impact projects that directly improve operational efficiency and resource alignment.

• *Key Responsibilities:**
• Use technologies and tools such as Alteryx, Tableau, and Python to automate processes and enhance efficiency and performance.
• Act as a project lead coordinating cross-functional teams, managing product lifecycle, building business strategies, and advocating for customer needs.
• Conduct root cause and trending analysis using historical performance data to identify opportunities and make strategic recommendations.
• Work effectively with individuals from different departments to achieve common goals, coordinating efforts and leveraging diverse perspectives.
• Serve as a subject matter expert in projects, providing insights and guidance to stakeholders.
• Support the identification and implementation of process improvements and best practices, driving initiatives from inception to completion.
• Prepare and present project updates, reports, and recommendations to leadership and stakeholders.
• Perform additional duties as assigned, aligned to business priorities and organizational needs to support business needs.
• *Qualifications Required:**
• Experience with technologies and tools such as Alteryx, Tableau, Python, and SQL.
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices.
• Demonstrated leadership capabilities with the ability to influence and drive results.
• Strong communication skills both verbally and in writing.
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/task.
• Comfortable with a fluid bu