Workforce Analyst (all genders)

Role overview

JPMorganChase is growing its digital consumer banking business in Berlin, and this opening sits within the Workforce Planning team supporting the Chase consumer banking offer. The role is focused on improving planning methods, working closely with stakeholders, and delivering accurate workforce outputs across the full workforce management cycle.

As the Workforce Analyst, you will take ownership of workforce management deliverables, help shape staffing decisions, and support collaboration between planning and wider business functions in a fast-moving environment.

Key responsibilities

• Create and update staff schedules that align with operational demand and service-level targets.
• Track live performance, service levels, intraday trends, and other key operational metrics.
• React to sudden demand shifts by making intraday changes that reduce disruption to operations.
• Develop forecasting models, review them, and improve their accuracy over time.
• Use forecast data to estimate future staffing requirements and ensure the right workforce levels.
• Identify gaps in processes and recommend practical improvements to increase efficiency.
• Prepare reports and deliver insights using available data.

Required experience and knowledge

• At least 2 years of experience in contact centre workforce management, including familiarity with call centre operations, contact centre KPIs, and workforce planning tools and practices.
• Hands-on experience with scheduling and real-time workforce monitoring software.
• Strong analytical capability with the ability to investigate issues in depth, think critically, solve problems, and contribute new ideas.
• Comfort working in a busy, high-volume setting while being effective both independently and as part of a team.
• Advanced Microsoft Office skills, especially Excel, along with exposure to BI tools such as Tableau or Looker.
• Understanding of German labour law.
• Professional fluency in English.

Preferred profile

• Previous experience in financial services contact or call centres.
• Working knowledge of VBA and SQL.
• Fluency in German is an advantage.

About the employer

J.P. Morgan is a global financial services institution offering advice and products to major corporations, governments, affluent individuals, and institutional clients. The organization emphasizes long-term client relationships and a high standard of service.

The company states that it values diversity and inclusion, and it provides reasonable accommodations for applicants and employees with religious practices and beliefs, as well as mental health or physical disability needs.

About the team

The Corporate Functions organization covers areas such as finance, risk, human resources, and marketing, supporting the business and its people. The Operations teams build secure, technology-enabled service solutions for clients worldwide and work to improve customer experiences through innovation and efficiency.