Workforce Senior Specialist II (Skilling Team)

The Workforce Senior Specialist II is a part of the Skilling Team within Workforce Planning and is responsible for managing skilling profiles and ensuring specialists are skilled correctly to receive incoming calls from Chase customers within the Praesto Bridge application and Alvaria eWorkforce Management (eWFM) platform for several groups across Consumer & Community Banking.

Job Responsibilities:

• Skill set maintenance, including skilling/re-skilling specialists
• Call routing verification and auditing
• Analyze call routing data and performance metrics to identify trends, patterns, and areas for improvement.

Required Qualifications, Capabilities, and Skills:

• 2+ years experience in real time and/or scheduling in a large call center, multi-site, or similar environment
• Proficiency with Alvaria (eWFM), Genesys Scheduling software and/or similar Workforce Planning platforms
• Working knowledge of workforce planning practices, and contact center metrics
• Excellent written and oral communication skills
• Highly detail oriented, ability to work on multiple projects/tasks simultaneously, manage time, and prioritize to complete a project/tasks and be flexible with work schedule to accommodate business needs
• High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, etc.)
• Working knowledge of Alteryx, Python and excellent presentation skills

Preferred Qualifications, Capabilities, and Skills:

• Experience in writing complex SQL queries, with knowledge of assessing, sourcing data and optimizing data structures
• 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
• Experience in business analysis, reporting, data review, root cause analysis and resolution in a workforce management profile
• Ability to work in a consistently fast-paced, high-volume, high-stress environment