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Real Time Analyst
1 month ago
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Innovate here. And see your ideas come to life.
It's an exciting time to work in tech at Edward Jones. We are making massive investments in emerging technologies to improve how we work with our clients and with each other. Relationships are the focus of our business model. And working in Technology here means using your skills to build, deliver and maintain the technologies that enable us to deepen and support those relationships. The best part? We develop and create our own industry-leading solutions internally. And you can be a part of it. Working with emerging new technologies. Creating platforms, programs and experiences that change how we work together - and support our client-first focus. Changing the future of our firm, the industry and the advisor-client relationship.
Job Overview
Position Schedule: Full-Time
Team Overview:
The Helpdesk Workforce Planning Real Time Team is responsible for managing real time contact volume and contact center staffing in order to enable departments to meet established performance standards. The Real Time Analysts will utilize systems, reports and tools to observe actual incoming work volumes (i.e. Calls, Chats, Self-Service Inquiries, etc.) and ensure workers are aligned to the work within the established targets of Leadership. Real Time Analysts will communicate and take actions on variances to expected (forecasted) contacts or agent availability.
What You'll Do:
- Performs real-time performance related monitoring to help business areas ensure adequate staffing and make recommendations on daily basis about adjusting staff schedules to support target performance.
- Monitors the workflow of assigned departments real time for schedule adherence
- Analyzes and communicates impacts to intra day call center department performance.
- Understands interdependencies, communicates, and develops plans for intra-day help across departments.
- Communicates with departments to stay informed about events and projects that could impact the department's performance
- Develop, compile and communicate intra day and daily reports with Workforce Management statistics, such as Service Level, Average Speed of Answer, Abandonment Rate, Adherence, and Utilization.
- Advises of optimal ad hoc meeting and training times
- Processes schedule adherence exceptions submitted by call center team leaders or associates.
- Continually identifies and communicates opportunities for improving call center efficiency with team/department leaders.
- Evaluates vacation/sick for the day and recommends necessary adjustments
Hiring Minimum: $52080
Hiring Maximum: $85880
Skills/Requirements
What Experience You'll Need:
- 3-5 years of relevant workforce management experience preferred. Minimum of at least 3 years experience working in a call center environment required.
- 3-5 years of experience with workforce management
- Proficient in MS Word, MS Excel, MS PowerPoint and/or Access; Strong mathematical and analytical skills; Strong verbal and written communication skills; Must have good
- organization skills; Must be a self-starter and be able to work in collaboration with others; Must be independent and capable of working with little management supervision;
- Understands call routing concepts and metrics, and understands how they impact staffing realities
***Candidates that live within in a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.***
Awards & Accolades
At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.
Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones
Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones
About Us
Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500 company where people come first. With over 8 million clients and 19,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns.
Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.
People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.
View our Purpose, Inclusion and Citizenship Report.
1Fortune 500, published June 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating.
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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