Global Shares

3 semanas atrás

Lisboa, Portugal JPMorgan Chase & Co Tempo inteiro

**JOB DESCRIPTION**
Global Shares customer service team are seeking a self-driven, customer-focused real time analyst to join our team and assist with driving operational excellence.

This includes managing customer service processes related to the identification, prioritization, and resolution of customer and participant service requests and incidents, ensuring the highest quality of customer service experiences are delivered and that Global Shares processes are followed.

**Responsibilities**:

- Distribution of the daily (as well as one off) tasks among the Service Desk analysts
- Monitor real-time activity, such as contact volume, skills availability, and service levels, to identify areas for improvement and make adjustments as needed
- Manage staffing levels in real-time to ensure optimal service levels are met
- Communicate with Analysts and Team Leads to ensure adherence to schedules and to provide feedback as needed
- Provide reporting data of the employee’s individual (as well as the team) performance
- Support on basic troubleshooting and ensuring analysts report it to the internal IT if needed.
- Recognizing special needs upon specific events, prioritizing the work according to client expectations and Service Desk staff availability as well as assist agents with questions/concerns
- Act as the first escalation point for processing of difficult cases, contacting appropriate teams in order to provide the best possible solution to participants

**Required Qualifications, Skills and Capabilities**:

- Proven experience in a customer service environment
- Great organizational skills
- Flexibility and ability to set priorities
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work under pressure and meet tight deadlines
- Ability to build trust with the team, participants as well as stakeholders of other teams

**Preferred Qualifications, Skills and Capabilities**:

- Experience in JIRA & Atlassian
- MS Office 365 (Excel & Power Point)
- Tableau or MS Power BI

**ABOUT US**

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

**ABOUT THE TEAM**

J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.

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