Business Execution Consultant - ULO Capacity Planner
About The Position
About this role: Wells Fargo is seeking a Business Execution Consultant to join the CLO Capacity Planning & WFM Management team. Supporting ULO. In this role, you will: Have sole ownership of Call Center Capacity Plans for 24/7 call centers. Become a SME for the businesses we support and the data sources we leverage for reporting. Be fully integrated into operations, know the business, understand key drivers and be in-sync with priorities. Leverage data, reporting and insights to monetize performance (translating performance gains to reduced losses, increase capacity, decrease FTE needs, etc.) by improving efficiency and effectiveness of employees. Analyze data from multiple sources, identify trends, and bring forward key insights to share the performance story with business leaders in a concise and effective manner.
Requirements
- 2+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Nice To Haves
- 2+ years of demonstrated experience in sole ownership of Capacity Plans (Forecasting up to 3 years in advance) specifically in inbound & outbound call centers.
- 2+ years of experience using advanced level of proficiency in MS Excel- working with large data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions
- Ability to interact with all levels of an organization
- Excellent verbal, written, and interpersonal communication skills
- Demonstrated knowledge of Erlang-C to calculate call arrival pattern intensity
- Demonstrated knowledge of multi-regression analysis
- Demonstrated experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
- Ability to interact with all levels of an organization
- Demonstrated knowledge of advanced forecasting methods (ARIMA/ANOVA, etc.)
Responsibilities
- Have sole ownership of Call Center Capacity Plans for 24/7 call centers.
- Become a SME for the businesses we support and the data sources we leverage for reporting.
- Be fully integrated into operations, know the business, understand key drivers and be in-sync with priorities.
- Leverage data, reporting and insights to monetize performance (translating performance gains to reduced losses, increase capacity, decrease FTE needs, etc.) by improving efficiency and effectiveness of employees.
- Analyze data from multiple sources, identify trends, and bring forward key insights to share the performance story with business leaders in a concise and effective manner.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
