Workforce Analyst – Contact Center Scheduler

Job Description

The Workforce Analyst – Contact Center Scheduler plans and maintains staff schedules to ensure appropriate coverage for customer service operations. Requirements typically include a bachelor’s degree or equivalent experience, strong skills in Excel and workforce-management systems, analytical ability, attention to detail, and effective communication. Experience with contact-center forecasting, scheduling, real-time monitoring, or reporting is advantageous. The successful candidate is expected to analyze call-volume trends, prepare staffing forecasts, manage schedule changes, monitor service levels, and coordinate with operations and team leaders. Flexibility, sound judgment, confidentiality, and the ability to work in shifting schedules, including weekends or holidays, may be required.

Company Info

JPMorgan Chase & Co. is one of the world’s largest and most diversified financial-services companies. Headquartered in the United States, it serves consumers, businesses, institutional clients, and governments through businesses covering consumer banking, commercial banking, investment banking, payments, asset management, and markets. The company operates globally and employs professionals in technology, operations, finance, risk, customer service, and corporate functions. Its Philippine operations, particularly in Metro Manila, support international businesses through shared services, technology, controls, analytics, and customer operations. JPMorgan Chase is known for structured career development, large-scale processes, professional training, and a strong focus on risk management, operational resilience, data security, and regulatory compliance. Benefits, work arrangements, and compensation depend on the specific position, location, experience, and employment level.

Destination Guide

The Philippines offers job opportunities in banking, shared services, technology, customer support, healthcare, education, tourism, and business-process outsourcing. Metro Manila is the main corporate center, while Cebu, Davao, and Clark also provide growing employment markets. Filipino culture is generally welcoming, family-oriented, community-minded, and influenced by Malay, Spanish, American, and Asian traditions. English is widely used in business. Lifestyle ranges from busy urban living and shopping to affordable provincial life, beaches, hiking, and island travel. Costs are usually lower than in many Western countries, although Manila housing and commuting can be expensive. Foreign employees normally need an employer-sponsored work visa or permit; requirements vary by nationality and role. Relocating workers should arrange a valid job offer, immigration documents, housing, health insurance, and local tax registration. Local advice is recommended because visa rules can change.