Workforce Analyst - job 3 of 5

Analyst Opportunity in Financial Services

Workforce Management Analyst

Location(s): 20 East Thomas, Phoenix, AZ 85912

2300 Windy Ridge Parkway, Atlanta, GA 30339

877 Executive Center Drive West, St. Petersburg, FL 33702

7755 Third St. North, Oakdale, MN 55128

10 Exchange Place, Suite 1410, Jersey City, NJ 07302

12325 Port Grace Blvd, La Vista, NE 68128

Role Type: Full time

This position is open to all candidates, both hybrid and remote.

Summary:

Advisor Group seeks an analyst to help bring data-driven clarity to call center operations. This is the perfect opportunity for somebody who enjoys a fast-paced environment, exhibits a strong bias for action, and enjoys leveraging an understanding of call center data. Using the company’s workforce management systems, this role will ensure service levels are met through planning, scheduling, and making recommendations for staffing changes.

The candidate will possess strong analytics capacity and experience managing scheduling and service-level delivery in a call center environment. With company and agent data currently housed in various systems, the analyst will be comfortable extracting, organizing, and interpreting data from multiple sources

Responsibilities:

• Manage staffing and scheduling for all phone agents to ensure optimal coverage and deliver on service level targets across all centers and work groups
  • Generates and evaluates staffing schedules and ensures adequate coverage
  • Generates short and long-term staffing models and provides recommendations based on analysis
  • Manage changes to macro scheduling plan to ensure adequate daily resource coverage
• Oversee and manage the scheduling of phone agents to ensure successful delivery
  • Lead vacation planning & shift bidding processes - analyze & approve PTO submissions based on operations impacts and processes schedule trade requests for posted schedules
  • Optimize daily / weekly scheduling for best results
  • Processes management requests for modifications of scheduling events (meetings / training, etc.)

• Responsible for proactively monitoring service levels, efficiency, and workload; then drafting and executing plans to address service deficiencies related to volume, handling time, staffing, and adherence
  • Use technology (e.g., CMS Supervisor, Avaya Call Routing, NICE Workforce Management software) to manage day to day results of the contact center, including adjusting staff, skills etc., to deliver acceptable service levels across the operation
  • Monitor daily and interval service level performance to determine root cause and prepare recommendations for necessary changes to address gaps in service performance
• Effectively and clearly report on the attainment of phone service targets and underlying drivers
  • Create, maintain and generate reports from scheduling software and other sources to provide meaningful intraday, daily, weekly and monthly reports for WFM and Operations
  • Develop and review analytical reports that help to determine the current state of business performance
  • Prepares presentations / read-outs (PowerPoint slide presentations, etc.) from recurring reports, standard templates, and input from stakeholders: formatting summary findings to meet audience needs
  • Provide ad-hoc reports for contact center related data and analyze data to make recommendations to management

• Use analytical skills to critically assess performance and associated drivers to understand root cause factors and identify opportunities for improvement
  • Compare results to forecast and determine variance drivers (volume, AHT, adherence, etc.)
  • Analyze and provide insights on contact center level metrics, agent level metrics and category level metrics, identifying trends and alerting appropriate stakeholders
  • Identify improvement opportunities, recommend procedural & operational changes to improve operational efficiency and productivity
• The nature of the role will be dynamic, and the selected candidate will need to bring a keen intellect to bear on a wide variety of problems (and the specific problems attacked may vary widely over time)

Education Requirements:

Bachelor's degree in Business, Math / Statistics, Economics, or a related field of study

Basic Requirements:

• 2 – 4 years' experience with work force management systems & tools
• Demonstrated advanced Microsoft Excel skills
• 3 – 5+ years’ experience in analytic roles producing actionable intelligence from data
• Call Center management and operations experience
• Excellent proven analytical and problem-solving skills
  • Capacity to frame and break down complex business problems into key components and recommend practical solutions to drive results
  • Ability to anticipate emerging business needs to build an ever-increasing understanding of the true factors driving client behavior and perception

• High competency with standard office software
  • Efficiency w/ MS Office tools to create documents and presentations
  • Expert level skill with Excel necessary for success
• Understanding of relational database concepts, technical ability to access data, organize it, and develop meaningful insights
  • SQL querying experience needed to access data to fulfil expectations
  • Ability to creatively source data and work through multiple channels to secure results

• Excellent verbal, written and interpersonal communication / presentation skills required
  • Negotiation, leadership and persuasion skills with the ability to confidently deliver information to senior leadership team and other large audiences
  • The ability to interact comfortably and persuasively with senior executives including presentation, influence, and facilitation skills
  • Collaborates and builds partnerships and effective business relationships across organizational lines

Preferred Requirements:

• MBA strongly preferred
• 3 – 5+ years' experience in Call Center management and operations
• Experience using SQL Server and/or Oracle data repositories
• 3 – 5+ years’ experience financial-oriented / statistical modelling
• Experience modelling with Power Pivot / Power BI – Strong DAX knowledge and complex model creation
• Experience performing analysis on client-facing operational functions

At Advisor Group, we support financial professionals across the nation, the people who help everyday Americans achieve their dreams. We’re a billion-dollar business with the mentality and drive of a startup. Join us in building something special.

Advisor Group is an equal opportunity employer. We celebrate diversity in our workplace and we hire the most qualified candidates without regard for age, ethnicity, gender, gender identity or expression, language differences, nationality or national origin, family or marital status, physical, mental, and developmental abilities (or the perception of a disability), genetic information, race, religion or belief, sexual orientation, skin color, social or economic class, education, work and behavioral styles, political affiliation, military service, caste, or any other characteristic protected by law.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Advisor Group.

Advisor Group does not consider applications from candidates who do not meet the minimum qualifications stated in the job posting.

Advisor Group only accepts candidates from contracted recruiting firms and only for searches approved prior to submissions. Fees will not be paid for unsolicited submissions.