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Forecasting Analyst, Work Planning

3 months ago

Tempe, United States Edward Jones Full time

**You could say we're at the center of the center.**

Here at Edward Jones the client is our single focus and our relationships with them are the measure of everything we do. And Service and Operations divisions are at the center of it all. We support our clients, branch teams and headquarter associates in providing the best possible experience. Advocate for our more than 7 million clients through regulation communication, fraud protection and managing their investment distributions. Protect their investments by mitigating risk. And innovate new ways of working. Using insights to create solutions for the future - in the here and now.

**Job Overview**

Position Schedule: Full-Time

The Forecast Analyst is accountable for strategic and tactical volume forecasts and analysis to enable assigned departments to meet or exceed performance standards. The critical responsibilities of a Forecast Analyst include:

- Utilize call volume and workload demand historical trends to develop models for forecasting future contact volumes while accounting for planned and unplanned events.
- Create and maintain departmental strategic staffing models (including headcount recommendations and service level projections) for Senior Leaders to make recommendations on divisional staffing.
- Consult with Service Division Department Leaders and Directors for upcoming events and recommend strategic staffing levels needed to meet performance level targets.
- Forecasts and accounts for growth due to seasonal variations, special events, affecting clients (such as marketing blitzes) and other cyclical patterns.
- Generate and present alternative forecasting ("What-If") analyses as needed to enable Senior Manager actions on staffing and performance.
- Generate and maintain tactical forecasts to inform departmental scheduling needs.
- Review and report on demand and performance projections versus actual and 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.

At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:
Hiring Minimum: $59886

Hiring Maximum: $98752

**Skills/Requirements**

Required Qualifications:

- Minimum of 5 years of significant contact center experience.
- Minimum of 3 years of previous workforce management or statistical forecasting / analysis experience required.
- Bachelor's degree in Statistics, Mathematics or other technical field or equivalent experience is required.
- Exceptional mathematical, data, and organization skills.
- Highly proficient in MS Word, MS Excel, MS PowerPoint and/or Access and related systems
- Excellent verbal and written communication skills.
- Ability to process and assess quantitative and qualitative data to make rapid selection.
- Ability to work alongside leaders at all levels of the organization.
- Must be able to multi-task, prioritize projects and work well with deadlines.
- Must have experience in call routing as well as call center metrics and their effect on staffing.
- Sound attention to detail and ability to work autonomously.

Preferred Qualifications
- SharePoint experience.

**Awards & Accolades**
- 100 Best Workplaces for Millennials in 2022, published Fortune July 2022, Great Places to Work® data as of March 2022. Compensation provided for using, not obtaining, the rating.
- Edward Jones was recognized as one of the Best Workplaces for Millennials by Great Places to Work® and Fortune® magazine. The privately held firm ranked No. 2 overall, in its fourth appearance on the list.
- 2022 Fortune Best Workplaces for Women, published September 2022, research by Great Places to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
- Edward Jones has been named to the 2022 Best Workplaces for Women list by Great Places to Work® and Fortune® magazine, ranking No. 45.
- 2022 Fortune's 100 Best Companies to Work For, published April 2022, research by Great Place to Work®, data as of August 2021. Compensation provided for using, not obtaining, the rating.
- For the 23rd time, Edward Jones has earned a spot on the Fortune 100 Best Companies to Work For® ranking by Great Places to Work® and Fortune® magazine. Edward Jones ranked No. 35 on the prestigious 2022 list.
- 2022 Best Places to Work For LGBTQ+ Equality, G