Workflow Resource Analyst, Service

Edward Jones

1d•Hybrid

About The Position

The Workflow Resource Analyst is responsible for workflow and staffing planning and analysis to enable assigned departments to meet or exceed performance standards. This role requires strong critical thinking and analytical skills to address unique, complex, and time-sensitive situations. The analyst must be able to generate creative solutions, examine alternatives, and quickly determine the extent of problems. Collaboration with key contacts, evaluation of solution consequences, planning for implementation, determining resource needs, and effective communication are crucial for timely resolution of issues. The role carries moderate autonomy in determining departmental direction and involves varying levels of risk depending on firm policies and guidelines, with high service risk due to the impact on the branch/home office relationship. The span of influence is moderate, responsible for recommendations affecting staffing decisions and business unit/divisional performance.

Requirements

Bachelor's degree with a concentration in business and/or equivalent experience preferred.
Minimum of at least 3 years of significant contact center and/or Edward Jones functional experience.
Minimum of at least 3 years experience working in a call center environment.
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 affect on staffing.
Strong attention to detail and ability to work independently.

Nice To Haves

Previous workforce management system experience in Verint and NiCE/IEX preferred.

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.
Creates optimal staffing schedule proposals for assigned departments.
Develop and maintain long-term forecasting models to support business strategy and operational planning.
Forecasts and accounts 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.