Job Information
Wells Fargo Senior Contact Center Planning Analyst in WESTLAKE, Texas
About this role:
Wells Fargo is seeking a Senior Contact Center Planning Analyst as part of Consumer and Small Business Banking Operations. Learn more about our career areas and lines of business at wellsfargojobs.com (https://www.wellsfargojobs.com/career-areas/) .
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
Required Qualifications:
- 4+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
Experience forecasting inbound and back office using Workforce Management tools such Verint/Avaya or Alvaria/Aspect
Experience with process improvement, and measurements
Knowledge and understanding of call center operations
Ability to develop partnerships and collaborate with other business and functional areas
Provide guidance through mentoring, training, and development
Strong analytical skills, including data management. Able to perform analysis and deliver to management calling out risk or opportunities
Ability to take initiative, identify opportunities and implement change
Job Expectations:
Willingness to work on-site at one of the specific locations included in this job posting.
This position offers a hybrid work schedule
Candidates must be willing to work additional hours as needed
This position is not eligible for Visa sponsorship
Location:
1525 W W T Harris Blvd CHARLOTTE, NC 28262-8522
4101 Wiseman Blvd Bldg 106 SAN ANTONIO, TX 78251
2800 S Price Rd., Bldg. D, Chandler, AZ 85286
2202 W Rose Garden Ln PHOENIX, AZ 85027
800 S Jordan Creek Pkwy West Des Moines, IA 50266
1301 Solana Blvd Bldg 1 Ste 1100 Westlake , TX 76262
7711 Plantation Rd ROANOKE, VA 24019-3224
Posting End Date:
6 Apr 2025
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-drug-and-alcohol-policy) to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
Req Number: R-446434