Workforce, Data & Metrics Associate

Be a part of the team behind our success!  At Advisor Group, we support more than 5,000 financial advisors, 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.

Workforce Analyst  Opportunity in Financial Services

Workforce, Data & Metrics Associate


Location:          20 E. Thomas Rd Suite 2000 Phoenix AZ 85012

2300 Windy Ridge Pkwy Suite 750, Atlanta GA 30339

Summary:

The Workforce, Data, & Metrics Associate will serve as a key resource supporting the Operations Teams and managing the day to day operations of the contact center.  Using the company’s workforce management systems, this role will help ensure service levels are met through planning and making recommendations for staffing changes.  The candidate will possess very strong data analytics capabilities and be highly skilled in extracting, organizing, displaying, and interpreting data – and in presenting summary findings of data.  With company and agent data currently housed in various systems, the Data & Metrics Analyst will also need to use multiple sources in order to effectively manage the daily operations. 

   Keys: Data associate, Metrics Associate

Responsibilities:

  • Uses 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 consistent experience across hours of operation.
  • Accesses the company’s standard information systems extract important client and process-related information that can be leveraged in creating relevant reports and visual displays showing the current state of the business.
  • Assist in developing and reviewing analytical reports that help to determine the current state of business performance. 
  • Prepares PowerPoint slide presentations and other creative presentation formats using data from recurring reports, standard templates, and input from other stakeholders, formatting summary findings to meet audience needs given their unique preferences to digest data.
  • Serves as an internal consultant to department leaders in recommending and creating informative and useful staffing dashboard-type metrics that will help them in managing key business drivers affecting the timely delivery of service to clients.   
  • Performs other duties as assigned, including responding to ad-hoc data requests.

Education Requirements:

  • College degree required.  Degree in Mathematics or Statistics preferred.

Basic Requirements:

  • years of experience in the financial services industry.
  • Proficiency with Microsoft applications, especially Access and Excel, PowerPoint, and Word
  • Strong SQL skills required; Salesforce reporting experience desired.
  • Highly skilled with statistics, statistical software, statistical visual displays, and data analysis.
  • Experience with work force management systems & tools.
  • Experience with metrics and measurement system (e.g., dashboard) creation.
  • Appreciation of back office operations systems and workflow that impact customer service delivery.
  • Collaborates and builds partnerships and effective business relationships across organizational lines.
  • Strong communication skills with the ability to successfully interact at all levels within the organization.
  • Ability to work independently and to multi-task while working simultaneously on several key tasks.
  • Ability to lead by example; acting with utmost integrity at all times

Preferred Requirements:

  • Call Center Management and Operations experience preferred.