Contact Center Planning Manager

About this role:

Wells Fargo is seeking a Contact Center Planning Manager to support 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

In this role, you will:

• Manage and review forecasting, capacity planning, reporting and analysis for multiple call centers in various locations

• Provide research of trends to predict long and short-term staffing needs

• Ensure adequate staffing in each location to maintain operational objectives

• Identify and recommend opportunities for process improvement and risk control development

• Provide comprehensive reporting and analysis

• Establish and maintain vendor relationships

• Make decisions and resolve issues to meet business objectives

• Interpret policies, procedures, and compliance requirements

• Collaborate and influence all levels of professionals including more experienced managers

• Lead team to achieve objectives

• Manage allocation of people and financial resources in contact center planning

• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4 years of Contact Center Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 2 years of Leadership experience

Desired Qualifications:

• 4 years of contact center experience in a leadership capacity, especially focused towards Scheduling and Planning or capacity planning and forecasting experience or intraday management.

• Experience with call center workforce management tools (Aspect, Verint, IEX, Nice, etc).

• Foster collaboration and teamwork, encouraging team members to work together toward common goals.

• Ability to effectively communicate, verbally and written, with executive level presence with the ability to translate complex analysis and insights into relevant business discussions with diverse groups of leaders and organizations. 

• Provide guidance through mentoring, training, and development

• Ability to develop partnerships and collaborate with other business and functional areas

• Experience with process improvement, and measurements

• Strong analytical skills, including data management. Able to perform analysis and deliver to management calling out risk or opportunities

• Effective organizational, multi-tasking, and prioritizing skills

• Advanced Microsoft Office (Word, Excel, PowerPoint and Outlook) skills

Job Expectations:

• Willingness to work on-site at one of the specific locations included in this job posting.

• This position offers a hybrid work schedule

• Candidates must be willing to work additional hours and weekends, as needed

• This position is not eligible for Visa sponsorship

Available locations: Preferred locations listed below.

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

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

• 2222 W Rose Garden Ln, Phoenix, Arizona

• 1301 Solana Blvd, Westlake, Texas

• 7711 Plantation Rd, Roanoke, Virginia

• 4101 Wiseman Blvd, San Antonio, Texas

• 2700 S Price Rd, Chandler, Arizona

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Diversity

At 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 Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our 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.