Description

Join our dynamic Real-Time Team and play a crucial role in ensuring seamless operational performance across Centralized Sales, Branch, and Community. Unlock your potential in a supportive environment that values growth and expertise.

Job Summary:
As a Workforce Management Division Lead in Home Lending Sales Effectiveness, you will lead a team dedicated to maintaining the integrity of our Workforce Management platform and supporting business leaders. You will analyze call center data, develop actionable reports, and drive projects that align business resources to meet key performance standards. Your work will help optimize sales processes, enhance customer experience, and support a culture of continuous improvement. You will collaborate with sales leadership and stakeholders to deliver insights that drive strategic decisions.

Job responsibilities

• Manage a team responsible for maintaining the Workforce Management platform and processing leader requests efficiently
• Track headcount and provide regular updates to leadership
• Participate in workforce planning projects, offering subject matter expertise
• Perform advanced root cause analysis to identify opportunities and make strategic recommendations
• Manage communications with key business partners regarding Workforce Management
• Collect, analyze, and interpret call center data to identify trends and improvement opportunities
• Collaborate with sales leadership to provide insights that drive operational efficiency
• Monitor key performance indicators (KPIs) and generate ad-hoc reports
• Present findings and recommendations to management and stakeholders clearly
• Ensure data accuracy and integrity in all reporting activities
• Own additional ad hoc duties as assigned

Required qualifications, capabilities, and skills

• Advanced knowledge of Call Center and Back Office Operations, Contact Center Metrics, and Workforce Planning practices
• Proven experience in data analysis, within a call center or sales environment
• Proficiency in data analytics tools such as Excel, SQL, and Tableau
• Strong analytical and problem-solving skills
• Excellent communication and presentation abilities
• Ability to work independently and as part of a team
• Attention to detail and commitment to data quality

Preferred qualifications, capabilities, and skills

• Bachelor's degree in business, Data Analytics, Statistics, or a related field
• Familiarity with scripting or programming languages
• Proven experience leading or supporting project initiatives
• Minimum of 3 years' experience in large call center, multi-site, or similar environments
• Minimum of 3 years' experience in processing, forecasting, staffing, scheduling, and/or project management
• Experience with collaboration, communication, and presentation
• Basic to intermediate skills with analytical/data mining systems such as Alteryx and Tableau

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

\n Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.\n
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\n For many, owning a home is the ultimate dream and we're here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.\n