Posted On: 8-18-2014
Position Title: Resource Analyst-Work Planning
Job Location: St. Louis, MO (preferred) or Tempe, AZ
Contact: Stephanie Lueders – stephanie.lueders@edwardjobs.com
Edward Jones is one of the nation’s fastest-growing financial services firms. We currently serve nearly 7 million clients through our network of more than 11,000 branch offices. We are seeking highly motivated, results-oriented individuals as we continue to grow and meet the needs of the long-term individual investor.
Our commitment to providing a workplace that both challenges us and rewards our associates has contributed to our inclusion in FORTUNE magazine’s list of the “100 Best Companies to Work For 2014” in America. The firm ranked No. 4 overall in its 15th appearance on the prestigious list. Edward Jones was the highest ranking financial-services firm.
Department: Work Planning
Description: The Resource Analyst is responsible for workflow and staffing planning and analysis to enable assigned departments to meet or exceed performance standards.
Key Responsibilities:
- Generate and analyze reports using call center and workforce management applications
- Utilize call volume and workload demand historical trends to develop models for forecasting future volumes while accounting for planned and unplanned events
- Consult with Service Division Department Leaders for upcoming events impacting and recommend staffing levels needed to meet performance level targets
- Develop agent schedules based on call volume patterns and known events
- Create optimal staffing schedule proposals for assigned departments
- Forecast and account for growth due to seasonal variations, special events, affecting clients (such as marketing blitzes) and other cyclical patterns
- Make recommendations for optimal meeting, training, and project times/days/weeks/months
- Analyze demand and performance projections versus actual and then consider for future projections
- Research and recommend Workforce Management and call center efficiency best practices
- Participate in projects and the implementation of new processes and tools for improving call center workload efficiency, including call center tools and workforce management software
- Fulfill all responsibilities of the Workflow Traffic Analyst as needed
Position Requirements:
- Minimum 3 years of significant contact center experience
- Previous workforce management system experience is required
- Verint Impact 360 experience highly preferred
- Strong mathematical, analytical, and organization skills
- Highly proficient in MS Word, MS Excel, MS PowerPoint and/or Access
- Strong verbal and written communication skills
- Ability to process and assess quantitative and qualitative data to make rapid decisions
- Ability to collaborate with associates and leaders at all levels of the organization
- Must be able to multi-task, prioritize projects and work well with deadlines
- Must have an understanding of call routing as well as call center metrics and their effect on staffing
- Strong attention to detail and ability to work independently
- Bachelor’s degree with a concentration in business and/or equivalent experience preferred