JOB DESCRIPTION

Are you passionate about project management and process improvement? Our Workforce Planning team is a highly-team-oriented inclusive environment where we value relationship-building, strategic thinking, and solution-oriented members.

As a Workforce Analyst on the Change the Bank Team within Workforce Planning, you will lead analytics and process improvements that 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.

Job responsibilities
- Uses 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, ensuring end-to-end product performance.
- Conduct root cause and trending analysis using historical performance data to identify opportunities and make strategic recommendations.




- Works effectively with individuals from different departments to achieve common goals, coordinating efforts and leveraging diverse perspectives.
- 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.

Required qualifications, capabilities, and skills
- 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.
- Delivers verbal messages clearly and compellingly, summarizes dis

📌 Workforce Analyst (Mumbai)
🏢 JPMorganChase
📍 Mumbai