Real Time Analyst, Chase Travel Workforce Management

Make a direct impact on how we serve customers by keeping our contact center running smoothly-minute by minute. In this role, you'll turn real-time performance data into clear actions that protect service levels and customer experience. You'll work closely with operations leaders and planning partners to respond quickly to changes in demand and staffing. If you enjoy fast-paced problem solving, clear communication, and operational excellence, this role is for you.

As a Real Time Analyst in Chase Travel Workforce Management, you monitor intraday performance and staffing to help deliver a consistent customer experience while supporting efficient operations. You provide timely insights and recommendations to leaders, helping the team respond to volume changes, schedule variances, and operational disruptions.

Job responsibilities

• Monitor real-time contact center performance metrics to identify service level risks and emerging trends.
• Adjust intraday call distribution across internal and external sites to optimize staffing utilization and meet service commitments.
• Recommend routing changes within the telephony platform to improve call handling efficiency and workload balance.
• Coordinate same-day and short-term offline activities (for example, coaching, meetings, training) while maintaining acceptable contact center performance.
• Partner with workforce planning and scheduling teams to manage intraday schedule exceptions and maintain appropriate coverage.
• Monitor agent schedule adherence and provide actionable updates to people leaders to address variances.
• Track and manage call-offs and attendance updates, ensuring schedules and records are updated in line with current guidelines.
• Analyze call volume, handle time, and attendance patterns to anticipate overstaffing or understaffing and recommend corrective actions.
• Maintain agent skill/profile configurations within workforce and telephony systems to support effective staffing and call distribution.
• Produce and maintain recurring and ad hoc reports, dashboards, and training materials that support operational decision-making.
• Communicate current state, actions taken, expected recovery timelines, root causes, and business impacts to stakeholders, and participate in incident/bridge calls as needed.

• 1 year of experience in contact center real-time management, workforce management, or an equivalent operations environment.
• Demonstrated ability to interpret and act on real-time performance measures (for example, service level, speed of answer, occupancy, adherence).
• Experience using workforce management tools for intraday monitoring, exception handling, and schedule maintenance.
• Experience using a telephony routing platform to support call distribution decisions.
• Strong analytical skills with the ability to identify trends and recommend timely, practical actions.
• Clear, concise communication skills, including the ability to deliver status updates to business and operations leaders.
• Strong attention to detail and ability to manage multiple priorities in a time-sensitive environment.
• Proficiency in Microsoft Excel (for example, pivot tables, formulas, and basic data analysis).
• Ability to work effectively with cross-functional partners and external service providers.

• Experience supporting multi-site contact center operations (internal and external partners).
• Experience building or improving real-time performance reporting and operational dashboards.
• Experience supporting short-term staffing actions (for example, intraday reforecasting and recovery planning).
• Familiarity with incident management practices in an operations environment.
• Experience creating clear stakeholder communications during service disruptions or demand spikes.
• Experience coaching or influencing operational decision-making using data and performance insights.
• Experience contributing to process improvements that increase forecasting, scheduling, or real-time execution effectiveness.

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

cxLoyalty is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards and merchandise and world-class personalized customer experience. As a leading provider of loyalty technology solutions, we have more than 40 years of experience designing, administering and fulfilling market-leading loyalty programs for our respected clients and their customers. We increase customer lifetime value by making each experience personal and inspire consumers to spend, grow and advocate.

An entrepreneurial spirit, along with the energy and commitment of our employees, is the cornerstone of our success. We provide the tools to manage and positively impact all aspects of your well-being so that you can be more fulfilled, more engaged, and more productive. We're solving the industry's most interesting problems with its brightest talent, at a scale where everyone feels connected. Our quest to acquire and develop world-class talent is ongoing.