Call Center Planning Analyst 1

Compensation

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

Employment Type

: Full-Time

Industry

: Advertising/Marketing/Public Relations



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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.
The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.
The Role - Call Center Planning Analyst 1
The call center planning analyst 1 position will be a key member of the Work Force Management team under the Shared Services Operations Support team. This role will be key in ensuring ECMO teams are scheduled to meet incoming demand and monitor inter day activity interacting closely with both operations and support teams across the ECMO. The candidate will provide summary reporting and data analysis for Call Center volumes and productivity to maximize staffing and meet service level commitments. The Analyst may coordinate medium scope projects or parts of an enterprise-wide project as well as perform additional duties including: writing data queries, performing data mining, staffing and call volume modeling.


Required Qualifications

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



Desired Qualifications

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



Street Address

IA-West Des Moines: 800 S Jordan Creek Pkwy - 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:
* 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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