**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 .

**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. Current expectations are 3 days minimum a week on site as a Hybrid Schedule.

**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:**

12 May 2024

***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 .

**Drug and Alcohol Policy**

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

**Company:** WELLS FARGO BANK

**Req Number:** R-364891-3

**Updated:** Sun May 05 00:00:00 UTC 2024

**Location:** PHOENIX,Arizona