Senior Contact Center Planning Analyst
About the position Wells Fargo is seeking a Senior Contact Center Planning Analyst in Banker Connection as part of Consumer Banking and Lending, Branch Oversight and Support. Are you looking for more? Find it here. At Wells Fargo, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you’re supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it! Wells Fargo ranked in the top three on the 2024 LinkedIn Top Companies List of best workplaces “to grow your career.” Learn more about the career areas and business divisions 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
Responsibilities
- 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
Nice-to-haves
- 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
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