Vice President, Workforce Planning Global Leader Greater Mumbai, India Area

The Company is seeking a Vice President to lead business analysis for real-time workforce adherence. This role connects contact center operations, workforce planning, risk and control partners, and technology teams to shape and deliver improvements to processes, reporting, controls, and tools. Responsibilities include leading a global team, managing complex cross-functional projects, translating business needs into requirements, and providing executive-ready insights on performance, risks, and operational trends. The leader will also oversee governance, escalations, implementation, change management, and continuous improvement to strengthen execution and service performance. Candidates should have advanced knowledge of call center operations, contact center metrics, workforce planning, and real-time performance practices, along with experience using workforce management platforms. Strong analytical, communication, stakeholder leadership, requirements documentation, and project management skills are essential, as is experience delivering work in agile or iterative environments. The role also requires applied AI capabilities, including experience with generative AI, large language models, and prompt design, plus proficiency with Microsoft Office, Tableau, and business intelligence tools. Preferred qualifications include six or more years in large or multi-site call center environments and experience in workforce processing, forecasting, staffing, scheduling, operational transformation, or performance management.

Hiring Company

JPMorgan Chase & Co.