Schedule Analyst, Chase Travel Workforce Management

If you enjoy turning data into clear staffing decisions, this role offers a direct impact on customer experience and team well-being. You will help shape schedules that balance service demand, employee availability, and operational priorities. You will collaborate closely with planning partners and people leaders to keep schedules accurate and sustainable. You will also strengthen reporting and processes that improve how the operation runs. Join a team where your analysis translates into smoother days for employees and customers.

As a Schedule Analyst in Chase Travel Workforce Management , you will translate forecast inputs and performance trends into staffing requirements and practical schedules that support a contact center operation. You will monitor schedule adherence drivers, maintain scheduling data, and partner with leaders to resolve staffing-related issues. You will contribute to reporting and continuous improvement so planning decisions are clear, timely, and well-documented.

Job responsibilities

• Translate monthly, weekly, and day-of-week staffing assumptions into interval-level staffing requirements aligned to demand trends.
• Build, publish, and maintain efficient work schedules that best meet staffing requirements and operational constraints.
• Create schedules at least four weeks in advance and manage updates based on approved changes.
• Monitor schedule deviation drivers and recommend schedule adjustments to improve coverage and adherence outcomes.
• Partner with business leaders to confirm staffing needs, clarify constraints, and set expectations on schedule impacts.
• Maintain employee scheduling records, including updates to team rosters, training lists, skills assignments, and required tracking logs.
• Enter and track approved time-off and exceptions (e.g., leave, holidays, meetings, training) to support accurate staffing plans.
• Monitor overtime usage and recommend adjustments to minimize unnecessary overtime while meeting service requirements.
• Produce intraday updates and short-horizon projections to support same-day staffing decisions.
• Compile and deliver recurring performance and forecast-versus-actual reporting for leaders, including daily and weekly views.
• Support new hire setup and offboarding updates in scheduling and workforce systems, ensuring accurate access and data integrity.

Required qualifications, capabilities and skills

• 2 years of experience creating and maintaining schedules for a contact center or similar volume-driven operation.
• Ability to translate forecast assumptions and demand trends into interval-based staffing requirements.
• Demonstrated skill in analyzing schedule exceptions, shrinkage assumptions, and adherence drivers to inform adjustments.
• Proficiency with workforce scheduling and planning systems
• Strong written and verbal communication skills to partner with leaders and explain schedule impacts clearly.
• Ability to manage multiple priorities with attention to detail and minimal supervision.
• Proficiency in producing recurring operational reports and ad-hoc analysis using standard reporting tools (e.g., spreadsheets).
• Ability to maintain accurate documentation and follow defined processes for data updates and auditability.

Preferred qualifications, capabilities and skills

• Experience supporting intraday management and real-time staffing decisioning in a contact center environment.
• Experience improving reporting, templates, or processes that enhance planning accuracy and speed.
• Experience partnering with cross-functional teams (e.g., operations, training, quality) to coordinate staffing-related activities.
• Familiarity with staffing concepts such as average handling time, arrival patterns, and shrinkage planning.
• Experience supporting new hire scheduling setup and workforce system data maintenance at scale.