Workflow Resource Analyst-Work Planning Tool

Mô tả công việc

If you think Edward Jones is like every other large investment firm, think again. We are a leader in the financial-services industry, but we take a personal approach to business, an approach that starts with a face-to-face meeting between a financial advisor and client.We believe that building long-term relationships with our nearly 7 million clients is key to serving their needs. Whether it's in the United States or Canada, we're located in the communities where our clients live and work because that's the best way to get to know them and help reach their financial goals.Workflow Resource Analyst-Work Planning ToolEdward 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 ToolDescription: 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 applicationsUtilize call volume and workload demand historical trends to develop models for forecasting future volumes while accounting for planned and unplanned eventsConsult 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 departmentsForecast and account for growth due to seasonal variations, special events, affecting clients (such as marketing blitzes) and other cyclical patternsMake recommendations for optimal meeting, training, and project times/days/weeks/monthsAnalyze demand and performance projections versus actual and then consider for future projectionsResearch and recommend Workforce Management and call center efficiency best practicesParticipate in projects and the implementation of new processes and tools for improving call center workload efficiency, including call center tools and workforce management softwareFulfill all responsibilities of the Workflow Real Time Analyst as needed