Wells Fargo

Senior Contact Center Planning Analyst

Wells Fargo

full-time

Posted on:

Location Type: Hybrid

Location: Charlotte • Arizona • North Carolina • United States

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Job Level

Senior

About the role

  • 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

Requirements

  • 4+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  • Prior experience working in a contact center
  • Knowledge and understanding of call center operations in the financial services industry
  • Ability to lead during times of ambiguity and change
  • Experience resolving and working through escalated and complex issues
  • Ability to develop partnerships and collaborate with other business and functional areas
  • Ability to interact with integrity and a high level of professionalism with all levels employees and management
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Highly refined and professional verbal and written communication skills
  • Advanced Microsoft Office skills
  • Effective organizational, multi-tasking, and prioritizing skills
Benefits
  • Competitive salary
  • Robust benefits package
  • Programs to support work-life balance and well-being
  • Rewarded for investing in community
  • Flexible work schedule
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operations experiencecall center operationscapacity planningprocess improvementrisk control developmentschedulingstaffing designescalated issue resolutionmulti-taskingprioritizing
Soft Skills
leadershipcommunicationcollaborationintegrityprofessionalismorganizational skillsdecision makinginfluencefeedback provisiontraining