Strategic Workforce Planner, Call Center Analytics

Edward Jones; Tempe (AZ); On-site; USD 65,000 - 95,000; Full time

Job summary

Edward Jones is hiring a Workflow Resource Analyst in Tempe, AZ to optimize staffing and forecasting for call center operations. You will analyze call volume trends, model future workload, and partner with division leaders to align staffing with performance targets.

The role requires 3+ years in a call center environment and a bachelor’s degree or equivalent experience, with experience in Verint or NiCE/IEX preferred.

Qualifications

• Bachelor's degree preferred; equivalent experience considered.
• 3+ years in a call center or Edward Jones environment.
• Experience with workforce management systems (Verint/NiCE/IEX preferred).
• Strong quantitative and qualitative data analysis skills.

Responsibilities

• Generate and analyze reports for workforce management and call center operations.
• Develop forecasting models from historical call volume and events.
• Recommend staffing levels to meet performance targets.
• Create staffing schedules and optimize meeting/training times.
• Maintain long-term forecasts to support business strategy.
• Analyze variances between projected and actual demand.
• Identify best practices for WFM and call center efficiency.
• Participate in projects to implement new processes and tools.

Skills

Analytical thinking

Mathematical aptitude

MS Office (Word/Excel/PowerPoint)

Communication skills

Data-driven decision making

Collaboration with leadership

Multi-tasking

Call routing knowledge

Attention to detail

Education

Bachelor's degree in business or equivalent

Tools

Verint

NiCE/IEX

Job description

Edward Jones is hiring a Workflow Resource Analyst in Tempe, AZ to optimize staffing and forecasting for call center operations. You will analyze call volume trends, model future workload, and partner with division leaders to align staffing with performance targets.

The role requires 3+ years in a call center environment and a bachelor’s degree or equivalent experience, with experience in Verint or NiCE/IEX preferred.