Workforce Senior Specialist II (Praesto Skilling Team)

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

Job Summary

As a Workforce Senior Specialist II a part of the Praesto 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 Alvaria eWorkforce Management (eWFM) platform for several groups across Consumer & Community Banking.

Job Responsibilities:

• Maintain skill set, 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 Alteryx, Python, and excellent presentation skills
• High proficiency in Microsoft Office products (Excel, PowerPoint, SharePoint, Word, etc.)
• 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 projects/tasks, and be flexible with work schedule to accommodate business needs

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
• Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-LOB’s preferred