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Forecasting Analyst, Work Planning
3 months ago
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.
- Generate and review reports using call center and workforce management applications.
- 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.
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.
- Experience with Workforce Management applications such as Verint, Aspect, IEX, etc.
- 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.
- SharePoint experience.
- 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, Great Place to Work® in partnership with Human Rights Campaign Foundation, published Equity Magazine January 2022, data as of July 2021. Compensation provided for using, not obtaining, the rating.
- Edward Jones scored 100 percent on the Human Rights Campaign Foundation's 2022 Corporate Equality Index (CEI) the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality. The ranking designated Jones as one of the best places to work for LGBTQ+Equality.
About Us
At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000+ branch offices where our more than 7 million clients live and work.
In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.
Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.
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