Contact Center Planning Analyst

Wells Fargo

Contact Center Planning Analyst providing staffing targets and forecasting for call volume trends. Collaborating with teams to improve process and guidance on policies.

Posted 6/12/2026full-timeCharlotte • Arizona, North Carolina, Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2+ years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Experience in Alvaria forecasting and scheduling configurations
Experience in daily, weekly, and monthly forecast ‑ to ‑ actual analysis
Experience in identifying drivers of forecast variances and implementing system, configuration, or forecast adjustments to improve accuracy and performance
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
Exposure to resolving customer or process issues, including more complex cases
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
Ability to communicate clearly and professionally, both verbally and in writing
Proficient in Microsoft Office
Effective organizational, multi-tasking, and prioritizing skills

Benefits

Comp & perks

competitive salary
robust benefits package
programs to support work-life balance and well-being

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

contact center planningforecastingscheduling configurationsforecast analysisforecast variance identificationprocess improvementrisk control developmentcall center operations

Soft Skills

mentoringdecision makingproblem resolutioncollaborationintegrityprofessionalismorganizational skillsmulti-taskingprioritizingcommunication