• Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels, staffing, and overall performance up to 2 weeks in the future • Identify issues and opportunities that require immediate attention and work closely with operations teams and other stakeholders to ensure effective and efficient service levels. • Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and service level adherence • Set up and manage real-time alerts for deviations from established performance thresholds. Responds promptly to these alerts to mitigate any potential issues • Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times • Monitor and track agent adherence to schedules, taking corrective actions when necessary to maintain operational efficiency and to maintain service levels • Collaborate closely with contact center supervisors and leaders to provide real-time updates on performance and works together to address challenges as they arise • Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting • Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards • Analyze historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events • Act as an agent support specialist, advising and solving for day-to-day operational requests including but not limited to workforce management, technical support, payroll adjustments, and time off requests

• Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels and staffing • Identify issues and opportunities that require immediate attention • Work closely with operations teams and other stakeholders to ensure effective and efficient service levels • Continuously monitor real-time contact center metrics • Set up and manage real-time alerts for deviations from established performance thresholds • Allocate resources such as agents and queues dynamically • Monitor and track agent adherence to schedules • Collaborate closely with contact center supervisors and leaders • Maintain detailed records of real-time actions taken • Participate in ongoing process improvement initiatives • Field Service Request handling, including PTO • Successfully produces weekly Schedules, maintaining these queues within requested Service Level Goals • Analyze historical and current data to make short-term adjustments to forecasting models • Act as an agent support specialist for operational requests • Troubleshoot basic software failures

• Prepare and deliver reports, recommendations, and/or alternatives that address existing trouble areas or potential optimizations in operating systems across the organization. • Create system design proposals with consideration of business process improvements, and ensure proper configuration in the system. • Collaborate and coordinate with third party system provider(s), and research new features, software upgrades, production problems and resolutions. • Ensure compatibility and interoperability of in-house computing systems. • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems. • Collaborate with Senior Analyst to review operational data and assist in data reporting issues with operational leads, strategic analytics, and IT database teams. • Create systems models, specifications, diagrams, and charts to provide direction to system programmers as needed. • Provide production support by working with the company’s Service Desk team and VAR/ASP to insure service restoration, while insuring the proper documentation of problem events is captured; perform root cause analysis, problem/defect resolution, and implementation of corrective measures. • Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems, and other post-implementation support. • Provide orientation and training to end users for all modified and new systems. • Collaborate in the planning, design, development, and deployment of new applications and enhancements to existing applications. • Conduct research on software and hardware products to justify recommendations and support purchasing efforts. • Support cost-benefit and return on investment analyses for proposed systems to aid leadership in making implementation decisions. • Support meetings with decision makers, systems owners, and end users to define business, financial, and operations requirements and systems goals, and to identify and resolve systems issues. • Participate in design sessions in prototyping new systems for the purpose of enhancing business processes, operations, and information process flow. • Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems. • Identify and establish scope and parameters of systems analysis in order to define outcome criteria and measure-taking actions. • Other duties as assigned.

• Lead the daily review process for all lines of new business to ensure compliance with the firm, broker/dealer, and regulatory guidelines. • Stay fully informed of firm policies, Principal Review Guidelines and procedures, as well as regulatory changes. • Monitor, report, and enforce internal controls to ensure compliance. • Build and maintain positive working relationships with advisors, grounded in trust and respect. • Monitor and follow up on outstanding tasks on a timely basis. • Escalate issues to Supervision Manager as necessary.