What are the responsibilities and job description for the Real Time Analyst - Helpdesk position at Edward Jones?
This job posting is anticipated to remain open for 30 days, from 09-May-2025. 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.
¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.
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.
¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.
What You'll Do:
The Helpdesk Workforce Planning Real Time Team is responsible for managing real time contact volume and contact center staffing to enable departments to meet established performance standards. As a Real Time Analyst, you will utilize systems, reports, and tools to observe actual incoming work volumes (i.e., Calls, Chats, Self-Service Inquiries, etc.) and ensure workers are aligned to the work within the established targets of Leadership. In this role, you will communicate and take actions on variances to expected (forecasted) contacts or agent availability.
Here are a few of the key responsibilities you will be a part of….
The Helpdesk Workforce Planning Real Time Team is responsible for managing real time contact volume and contact center staffing to enable departments to meet established performance standards. As a Real Time Analyst, you will utilize systems, reports, and tools to observe actual incoming work volumes (i.e., Calls, Chats, Self-Service Inquiries, etc.) and ensure workers are aligned to the work within the established targets of Leadership. In this role, you will communicate and take actions on variances to expected (forecasted) contacts or agent availability.
Here are a few of the key responsibilities you will be a part of….
- Perform real-time performance related monitoring to help business areas ensure adequate staffing and make recommendations on daily basis about adjusting staff schedules to support target performance.
- Monitors the workflow of assigned departments real time for schedule adherence.
- Analyzes and communicates impacts to intra-day call center department performance.
- Understands interdependencies, communicates, and develops plans for intra-day help across departments.
- Communicates with departments to stay informed about events and projects that could impact the department's performance.
- Develop, compile, and communicate intra-day and daily reports with Workforce Management statistics, such as Service Level, Average Speed of Answer, Abandonment Rate, Adherence, and Utilization.
- Advises of optimal ad hoc meeting and training times.
- Processes schedule adherence exceptions submitted by call center team leaders or associates.
- Continually identifies and communicates opportunities for improving call center efficiency with team/department leaders.
- Evaluates vacation/sick for the day and recommends necessary adjustments.
What Experience You'll Need:
What Could Set You Apart:
***Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.***
- 3 years of experience working in a call center environment
- 3 years of experience with workforce management, including:
- 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.
- Understands call routing concepts and metrics, and understands how they impact staffing realities
- 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.
What Could Set You Apart:
- 3 years of relevant workforce management experience
***Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with preference for Tuesday through Thursday.***
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
Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones
Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones
Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones
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.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Edward Jones is prohibited from hiring individuals with certain specified criminal history as set forth in Section 3(a)(39) and 15(b)(4) and Rule 17a-3(a)(12) of the Securities and Exchange Act of 1934, and conducts background reviews consistent with FINRA Rule 3110(e). A copy of a notice regarding the provisions of the Los Angeles County Fair Chance Ordinance is available at: dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf.
