Workplace Solutions - Real Time Analyst / Workforce Management (WFM) Specialist
3 weeks ago• Lisbon, Portugal
What are we looking for
The Service Desk is expanding its European team and we are looking for a Real Time / Workforce Management (WFM) Specialist to drive operational excellence through real-time monitoring and intraday workforce control.
You will ensure service level performance, queue health, and schedule adherence across multiple inbound channels (ticket/email, phone, chat, self-service). You will act as a key coordinator between analysts, Team Leads, and operational partners, escalating risks quickly and documenting exceptions.
What you will do
- Monitor real-time performance and adherence (e.g., service level, wait time, abandonment, AHT, agent status/availability) and take immediate corrective action.
- Perform daily presence and readiness checks (start of shift and key intervals), identifying late logins and unjustified "Not Ready" time.
- Manage intraday staffing to maintain coverage across breaks/lunches, meetings, training, assigned work, and unplanned events.
- Actively manage call queues to support efficient distribution and minimize customer impact.
- Communicate instructions and updates to analysts via Teams; escalate adherence or performance risks to Team Leads when required.
- Track, document, and report exceptions using established call-out/reporting processes.
- Identify recurring operational or system issues and escalate trends to Team Leads/operations partners; support continuous improvement of processes and knowledge content.
What should you have
- Proven experience in Real Time / WFM, Service Desk, Help Desk, or Call/Contact Center operations (real-time control, adherence, intraday management).
- Strong analytical skills and ability to make fast, data-driven decisions in a live environment.
- Excellent organization, prioritization, and communication skills.
- Ability to work under pressure and manage competing priorities.
- Strong stakeholder management skills and ability to build trust with analysts and partner teams.
- Comfort working with telephony/WFM and productivity tools (e.g., agent status/queue dashboards, Microsoft Teams).
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Nice to have
- Experience with JIRA/Atlassian.
- Amazon Connect
- MS Office 365 (Excel, PowerPoint).
- Experience working in a multi-language and/or multi-channel support environment.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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.
Client-provided location(s): Lisbon, Portugal
Job ID: JPMorgan-210735625
Employment Type: FULL_TIME
Posted: 2026-04-21T19:43:14
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion