Senior Contact Center Planning Analyst

Wells Fargo is seeking a Senior Contact Center Planning Analyst as part of Consumer and Small Business Banking Customer Care Operations Team. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Direct timely and accurate functional, regional and site call center planning work
• Assist functional manager with the design of staffing and schedules needed to support operational needs and capacity planning
• Complete research work for site, regional or enterprise queues and workgroups
• Develop and deliver communication for enterprise team for ongoing changes in staffing and forecasting strategies
• Identify and recommend opportunities for process improvement and risk control development
• Provide feedback and training to specialists and analysts
• Address scheduling issues, including absences and tardiness
• Present input to managers regarding individual staff performance
• 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

Required Qualifications:

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

Desired Qualifications:

• 2 year of call center experience
• Knowledge and understanding of scheduling or work force management software
• Ability to organize and delegate work to others
• Knowledge of Workforce Management systems
• Ability to communicate effectively, in both written and verbal formats, with senior leaders
• Leadership experience including coaching, training, and mentoring
• Strong analytical skills with high attention to detail and accuracy
• Strong collaboration and partnering skills
• Excellent verbal, written and interpersonal communication skills
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Strong organizational, multi-tasking, and prioritizing skills
• Proficiency in Excel and other Microsoft Office products (Power Point, Word, Access)

Job Expectations:

• This role offers a hybrid schedule

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.