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