This job has expired, please see additional jobs below
Workflow Real Time Analyst
Edward Jones Investments
Tempe, AZ, United States
Job Details - this job has expired, please see similar jobs below
Opportunity Overview
The Real Time Analyst is responsible for managing real time contact volume and contact center staffing in order to enable departments to meet established performance standards.
Position Requirements
3-5 years of relevant workforce management experience preferred
• Minimum of at least 3 years experience working in a call center environment
• 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
• Strong attention to detail
• Understands call routing concepts and metric, and understands how they impact staffing realities
• Complex problem-solving skills are necessary as this role requires critical thinking and sound judgment of technical and department/business unit issues
• Demonstrates the ability to use appropriate resources and processes to solve issues
• Investigates issues and problems thoroughly and can resolve them in a reasonable period of time
• Decisions are made by applying knowledge of systems and processes to unique workflow situations
• Situations require sound judgment and are expected to be resolved directly with the department and will only occasionally require the escalation of the situation to a leader
• A Real Time Analyst is responsible for recommendations to the service departments that will affect staffing decisions and daily department performance
Company Description
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 14,000+ branch offices where our more than 7 million clients live and work.
A typical branch office has one financial advisor who meets with clients face-to-face and one branch office administrator who enhances the team's ability to build deep relationships with clients. Headquarters associates in St. Louis and Tempe provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. Edward Jones currently has more branch offices than any other financial services firm, and we continue to grow to meet the needs of long-term individual investors.
Awards and Accolades
• For the 19th year, Edward Jones was named one of the “100 Best Companies to Work For®” by FORTUNE magazine in its annual listing. The firm ranked No. 5 overall. These 19 FORTUNE rankings include top 10 finishes for 15 years, top 5 rankings for eight years and consecutive No. 1 rankings in 2002 and 2003.
From FORTUNE Magazine, February 15, 2018 © 2018 Time Inc. Used under license. FORTUNE and Time Inc. are not affiliated with and do not endorse products or services of Edward Jones.
EEO Statement
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.