Hybrid Work Environment: 40% in-office and up to 60% work-from-home, if desired. Must live within commutable distance from our home office.

Job Summary
Under limited supervision, applies knowledge of staffing and workforce management practices to monitors real time phone and processing queues for a medium to large size department to assure that service levels are met. Proactively making real time workflow changes based on call or form processing fluctuations. Provides ad hoc, daily, weekly and monthly reporting on departmental and individual associate SLAs. Proactively identifies performance trends impacting the department’s overall operations and partners with leadership to implement effective solutions. Seeks out opportunities to improve processes that lead to the optimization of work-related functions.

Essential Duties and Responsibilities
• Monitor real time phone and processing queues and department inboxes for a medium to large size department to assure that service levels are met.
• Independently make workflow changes in real time based on call or form processing fluctuations to ensure adequate daily resource coverage.
• Provides ad hoc, daily, weekly and monthly reporting on departmental and individual associate SLAs.
• Proactively identify performance trends impacting the department’s overall operations and partners with leadership to implement effective solutions.
• Monitor schedule adherence and provide real-time and trending information to department management.
• Collaborate with the department management team to identify opportunities to further optimize its workforce.
• Observe department processes that lead to inefficiencies and derive improvement suggestions.
• Seeks out opportunities to improve processes that lead to the optimization of work-related functions.
• Perform other duties, special projects and responsibilities as assigned.

Knowledge, Skills, and Abilities
Knowledge of
• Phone and processing queue monitoring.
• Call center operations that include additional work related functions such as processing queues and email workflow (preferably in a financial services environment).
• Workforce management practices and scheduling software a plus.
• Excel (including macros) and Word.

Skill in
• Phone and processing queue monitoring for a medium-sized operations center.
• Demonstrating problem solving, judgment, and critical thinking.
• Making effective decisions when faced with competing priorities from various stakeholders.

Ability to
• Work in a fast-paced environment with consistently changing priorities.
• Remain highly organized with an emphasis on accuracy and timeliness.
• Organize information, maintain attention to detail and accurately follow procedures.
• Learn new software applications.
• Demonstrate strong analytic skills, with an emphasis on forecasting.
• Work independently under limited supervision and with others in a team environment, occasionally under pressure and working concurrently on multiple tasks.
• Effectively communicate orally and in writing with co-workers, management teams and other departments.
• Work occasionally on weekends and in the evenings to meet deadlines.

Educational/Previous Experience Requirements
Education/Previous Experience
• Associate's Degree and five (5) years' experience with at least one (1) year of call center experience. Workforce management experience strongly preferred
• OR ~
• An equivalent combination of education, experience and/or training approved by Human Resources.

Licenses/Certifications
• None required.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.
We expect our associates at all levels to:
• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm