Contact Center Planning Analyst

Wells Fargo - Phoenix, AZ

Full-time

Hybrid - Phoenix, AZ

Credit Intermediation and Related Activities

About the position

Wells Fargo is seeking a Contact Center Planning Analyst to join the Workforce Management team within Consumer and Small Business Banking Operations. This role focuses on determining staffing targets, analyzing call volume trends, and forecasting changes to optimize operational efficiency. The analyst will also facilitate project work, administer schedules, and identify opportunities for process improvement while providing guidance and support to team members.

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

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

• Excellent verbal, written, and interpersonal communication skills
• Effective organizational, multi-tasking, and prioritizing skills
• Knowledge and understanding of contact center operations in the financial services industry
• Knowledge and understanding of workforce management planning and execution
• Ability to quickly establish credibility to build and maintain effective working relationships
• Experience forecasting inbound and back office with Workforce Management tools such as Verint/Avaya or Alvaria/Aspect
• Tableau experience
• Experience forecasting back office, call, and chat volumes
• Knowledge and understanding of call center reporting/support
• Experience with capacity planning, forecasting, process improvement, and measurements
• Strong and proven experience, proficiency in using Excel
• Strong and proven experience in demonstrated communication skills, both written and verbal
• Ability to be a team player that works well with employees at all levels