{"id":2812905,"url":"https://alion.io/job/jpmorganchase-workforce-planning-analyst-realtime-scheduling-workflow-3","title":"Workforce Planning Analyst - Realtime, Scheduling, Workflow","company":{"id":257,"name":"JPMorganChase","domain":"jpmorganchase.com","url":"https://alion.io/company/jpmorganchase","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":91,"open_postings":1139,"ghost_share":0.007,"stale_share":0.52,"repost_share":0.056,"time_to_fill_p50_days":9,"computed_at":"2026-10-24T06:02:35Z"}},"role":"HR","role_family":"HR","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Edinburgh, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":97000,"period":"year","method":"role_country_seniority_unknown","sample_n":486},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"AWS","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-10-06T08:23:44Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-25T04:54:23Z","board_verified":true,"closed_at":null,"days_open":18,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":18},"description":"Are you looking for a new opportunity to use your skills in Workforce Planning?\nAs a Workforce Planning Analyst - Real Time, Scheduling, Workflow within our Workforce Planning team. you will have a variety of responsibilities which will vary by assignment and can include protecting service intraday, maintaining schedules, managing workflow allocation across queues, skills, and channels, and coordinating timely operational updates with stakeholders. You will partner closely with operational leaders and cross-functional teams to drive disciplined delivery, support recovery during incidents or unplanned events, and keep plans and actions aligned across the day.\nThis role is within our Workforce Planning team which supports a high-volume, multi-channel contact centre environment spanning calls, chats, and back-office workloads. Roles within the team focus on intraday / real-time service management, schedule build and maintenance, and workflow allocation. Depending on business need, the role may lean more heavily toward real-time, scheduling, workflow, or a blended scope, with a strong emphasis on day-to-day operational execution and stakeholder coordination.\nThe Workforce Planning team provides scheduling, real-time / intraday management, and the tools and ways of working needed to run day-to-day operations across Contact and Back-Office Centres.We work closely with operational leaders to manage intraday variability, coordinate actions, and maintain clear operational communications used to run the day.\nThe exact scope will depend on the role track (Real Time, Scheduling, Workflow) and business needs based on the following responsibilities for each area.\nJob responsibilities\nReal-time / intraday management\nMonitor intraday performance across calls, chats, and back-office workloads, and coordinate actions to protect service levels.\n\nExecute intraday controls, including moving resources between activities, controlling off-phone time, and sequencing priority actions in line with agreed operational guardrails.\n\nMaintain real-time schedules and intraday controls within the WFM and real-time tools, including managing exceptions and keeping intraday plans current.\n\nSupport incident and business interruption response, including tier 1 troubleshooting, structured escalation, and clear documentation of impacts and actions taken.\n\nFacilitate (or contribute to) daily operational routines, ensuring actions, owners, and immediate next steps are clear.\n\nScheduling\nBuild, publish, and maintain schedules, and manage schedule changes to reflect agreed operational inputs and constraints.\n\nCoordinate workflow allocation across queues, skills, and channels to support consistent execution and timely completion of work.\n\nPlan and influence the timing and participation of off-phone activities (for example, specialist meetings, coaching, and department initiatives) to protect service delivery while enabling operational readiness.\n\nMaintain staffing lists and hierarchy changes to ensure records remain current and usable for day-to-day operations.\n\nProvide clear operational communications on schedule changes, allocation changes, and intraday decisions, ensuring ownership and timing are unambiguous.\n\nRequired qualifications, capabilities and skills\nExperience in real-time / intraday management, scheduling, and/or workflow management within a call/contact centre environment, with working knowledge of core contact centre metrics and operating levers.\n\nStrong problem-solving capability and sound judgement, with the ability to translate data into practical operational actions.\n\nExperience with data analysis and have strong analytical thinking skills\n\nHigh proficiency in Microsoft Office (Excel required, and Word, PowerPoint).\n\nStrong attention to detail, with the ability to manage multiple concurrent tasks, prioritise effectively, and deliver accurately under time pressure.\n\nConfident communication skills (written and verbal), including the ability to influence stakeholders at different levels and work effectively across operations and partner teams.\n\nComfortable operating in a fluid environment with changing priorities, while maintaining control, discipline, and stakeholder confidence.\n\nPreferred qualifications, capabilities and skills\nProficiency with workforce management tools for scheduling and/or real-time monitoring platforms (may vary by assignment).\n\nWorking knowledge of telephony/call routing and workforce management ecosystems (for example, Alvaria, or equivalent), beneficial depending on assignment.\n\nComfortable working with operational dashboards and data extracts for day-to-day monitoring and control.\n\nExposure to relevant operational platforms (for example, AWS/Amazon Connect, Salesforce), beneficial depending on assignment.\n\nStrong collaboration and presentation skills, with the ability to align cross-functional groups around common definitions, priorities, and actions.\n\nRoles will be based on a rotational shift arrangement within the hours of 0700-1700 Monday to Friday and be office based.\n#ICBCareers","description_format":"text","description_chars":5075,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Wealth Management & Financial Advisors","Asset Management & Funds","Investment Banking & M&A Advisory"],"lifecycle":[{"event":"open","at":"2026-10-18T10:25:31Z"}],"visa":[],"liveness":{"score":14,"band":"cold","label":"Long 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