Contact Center Planning Analyst

Wells Fargo & Company•San Antonio, TX

1d•Hybrid

About The Position

Wells Fargo is seeking a Contact Center Planning Analyst. In this role, you will determine staffing targets, call volume trends and forecast changes based on capacity model. You will facilitate project work and schedule change adjustments, administer off phone time and training schedules. You will also 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

2+ years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

6+ months of Workforce Management experience ensuring consistent operations and an exceptional customer experience by designing and implementing best practices in workforce management scheduling
6+ months of experience managing and optimizing various Workforce Management tools, systems, and platforms (Verint, Alvaria WFM, NICE IEX)
6+ months of Forecasting experience developing short-term workforce management strategies to ensure operational objectives.
6+ months of experience analyzing historical trends to develop accurate forecasts for staffing needs, workload distributions, and capacity planning
6+ months of experience in Microsoft Products
6+ months of experience using advanced level of proficiency in MS Excel working with large data sets, including ability to utilize trending formulas, create pivot tables and graphs, and incorporate standard formulas and functions
6+ months of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution
Experience migrating between Workforce Management Platforms
Must be able to work at one of the locations listed in a hybrid capacity

Responsibilities

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