Call Center Planning Analyst 1 CCS WFM COE

Compensation

: $57,065.00 - $91,430.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

Provides summary reporting and data analysis for Call Center volumes and productivity to maximize staffing and meet service level commitments. Develops site/regional schedule recommendations based on forecasting and other analysis performed. May negotiate and redesign schedules in the workforce management system to meet division performance and productivity requirements. Works directly with lead and site management teams. May coordinate medium scope projects or parts of an enterprise-wide project. Performs additional duties including: writing data queries, performing data mining, facilitating project work, staffing and call volume modeling.



Required Qualifications

  • 2+ years of experience in call center planning and analysis, workforce administration and planning, or combination of both
  • 1+ year of statistical modeling experience



Desired Qualifications

  • Knowledge and understanding of operations support areas such as scheduling, staffing, planning, and administration
  • Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
  • Strong analytical skills with high attention to detail and accuracy
  • Excellent verbal, written, and interpersonal communication skills
  • Effective organizational, multi tasking, and prioritizing skills
  • Ability to work in a fast-paced deadline driven environment
  • Ability to interact with all levels of an organization
  • Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment
  • Experience in an operations support area that handles scheduling, staffing, planning, and administration
  • Strong organizational, multi-tasking, and prioritizing skills
  • Ability to work independently
  • 1+ year of collections experience
  • Knowledge and understanding of workforce management software packages such as: IEX, workforce Management, Blue Pumpkin, or Exametric



Street Address

IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA



Disclaimer


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.



Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.



Job Requirements:

Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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