Workflow Resource Analyst, Service

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

This job posting is anticipated to remain open for 30 days, from 07-Oct-2026. The posting may close early due to the volume of applicants.

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 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 (https://careers.edwardjones.com/blog/edward-jones-releases-annual-purpose-inclusion-and-citizenship-report/?codes=DIRECT&utm_source=DIRECT) .

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

The Workflow Resource Analyst is responsible for workflow and staffing planning and analysis to enable

assigned departments to meet or exceed performance standards.

The critical responsibilities of a Resource Analyst include:

• 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.

Problem Solving:

Situations and issues presented to a Workflow Resource Analyst on a daily basis are unique, complex, and time sensitive. The Workflow Resource Analyst must be able to generate creative ideas for solving problems and examine alternatives where no defined procedure or precedent may exist. Strong critical thinking and analytical skills are imperative.

The Workflow Resource Analyst will need to quickly determine the extent of a problem or concern, identify the need, collaborate with key contact areas, evaluate the probable consequences of the solutions, create plans to implement the solution, determine appropriate resource needs and effectively communicate with other leaders,

associates, and/or third party vendors to resolve situations in a timely fashion.

Decision Making:

The degree of autonomy moderate in determining vision and direction of the overall department. The Workflow Resource Analyst role carries varying levels of risk depending the degree to which the Workflow Resource Analyst must consider firm policies, and department and/or human resource guidelines in the decision making process.

High service risk exists as decisions have a direct impact on the branch/home office relationship.

Span of Influence:

The Span of Influence is moderate. The Workflow Resource Analyst is responsible for recommendations to the Service Division and its business units that will affect staffing decisions and monthly/trimesterly business unit/divisional performance.

Education/Experience:

• 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.
• Previous workforce management system experience in Verint and NiCE/IEX preferred.
• Minimum of at least 3 years experience working in a call center environment.

Skills/Abilities

• 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

Current Internal home-based associates please note

Even as a campus-based posted role you are eligible to apply and, if selected, you may retain your home-based status. However future business or regulatory needs may require on-site work and some roles may carry a preference for campus-based presence.

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 (https://careers.edwardjones.com/blog/?_sft_category=awards-accolades)

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones (https://careers.edwardjones.com/en-CA/blogs/?_sft_category=awards-accolades-en-ca)

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.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page (https://secure.edwardjonesbenefits.com/fleet/public/index/f914262d-0362-4682-bd1e-0ccd25f1dfb1) .