Contact Center Planning Analyst

About this role:Wells Fargo is seeking a Contact Center Planning Analyst as part of the Workforce Management team within Consumer and Small Business Banking Operations (CSBBO). Learn more about the career areas and lines of business at wellsfargojobs.com (https://www.wellsfargojobs.com/career-areas/) .In this role, you will:

Determine staffing targets, call volume trends and forecast changes based on capacity model

Facilitate project work and schedule change adjustments

Administer off phone time and training schedules

Identify and recommend opportunities for process improvement and risk control development

Provide guidance through mentoring, training and development

Make decisions and resolve issues to meet business objectives

Interpret policies, procedures, and compliance requirements

Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals

Interact with internal customers

Receive direction from leaders

Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Required Qualifications:

2+ years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

Excellent verbal, written, and interpersonal communication skills

Effective organizational, multi-tasking, and prioritizing skills

Knowledge and understanding of contact center: operations in the financial services industry

Knowledge and understanding of workforce management planning and execution

Ability to quickly establish credibility to build and maintain effective working relationships

Experience forecasting inbound and back office with Workforce Management tools such Verint/Avaya or Alvaria/Aspect

Tableau experience

Experience forecasting back office, call, and chat volumes

Knowledge and understanding of call center: reporting/support

Experience with capacity planning, forecasting, process improvement, and measurements

Strong and proven experience, proficiency in using Excel

Strong and proven experience in demonstrated communication skills, both written and verbal

Ability to be a team player that works well with employees at all levels

Job Expectations:

This position is not eligible for Visa sponsorship

Willingness to work on-site at stated location on the job opening – hybrid work model

Available locations: Preferred locations listed below. Relocation assistance is not available for this position.

1525 W W T Harris Blvd, Charlotte, North Carolina 28262

800 S Jordan Creek Pkwy, West Des Moines, Iowa 50266

2222 W Rose Garden Ln, Phoenix, Arizona 85027

1301 Solana Blvd, Westlake, Texas 76262

7711 Plantation Rd Roanoke, Virginia 24019

4101 Wiseman Blvd, San Antonio, Texas 78251

2700 S Price Rd Chandler, Arizona 85286

Posting End Date:23 Nov 2024Job posting may come down early due to volume of applicants.We Value DiversityAt Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.Applicants with DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .Drug and Alcohol PolicyWells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-drug-and-alcohol-policy) to learn more.Wells Fargo Recruitment and Hiring Requirements:a. Third-Party recordings are prohibited unless authorized by Wells Fargo.b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.Req Number: R-418528