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Wells Fargo Call Center Planning Analyst 2_ Enterprise Complaints Management Office (ECMO) in West Des Moines, Iowa

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 employees have the tools and training necessary for success.

This role resides in the Enterprise Complaints Management Office (ECMO) Workforce Management Team. The Call Center Planning Analyst 2 role performs complex data analysis to determine staffing targets, call volume trends and develops long-term strategies. This role consults with management and business partners and makes recommendations for staffing and volume forecasting changes based on forecast scenarios. Presents to mid-level managers on business performance and recommends strategies for changes and improvements. Administers Call Center Workforce Management software. Performs updates to scheduling database through basic programming. Compiles and mines data from a variety of business sources. Facilitates project work, and leads moderate scope projects or parts of an enterprise-wide project. Performs schedule changes or adjustments and negotiates off-phone activities and training schedules. Provides guidance to less experienced specialists and analysts through mentoring, training and skill-building program development. Considered the technical expert on the team and will coordinate system implementations for Workforce software.

Functions supported may include: policy/procedure updates, systems/change initiatives, regulatory adherence, reporting and analysis, pipeline management, process improvement, quality management, and communications.

Duties also include:

Conducting timely business review meetings to ensure staffing levels meet customer needs. This includes (1) data gathering and cleaning, (2) forecasting call and work volumes, (3) schedule updating, (4) work skill updates, (5) research, and (6) collaboration with the workforce management team, telephony team, and the Line of Business leadership to ensure staffing solutions align to expectations.

Required Qualifications

  • 4+ years of experience in call center planning and analysis, workforce administration and planning, or combination of both demonstrated through work or military experience

  • 2+ years of statistical modeling experience demonstrated through work or military experience

  • 2+ years of SQL or SAS experience

Desired Qualifications

  • Extensive 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

Other Desired Qualifications

  • 1+ year of Aspect WFM experience

  • 1+ year of Workforce Management Back-Office applications

  • 2+ years Call Center Experience with: workforce management, planning, and/or reporting

  • Working knowledge of Genesys call routing

Job Expectations

  • Ability to travel up to 5% of the time

Street Address

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


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.

Company: Wells Fargo

Req Number: 5560939

Updated: 2021-01-15 21:10:32.444 UTC

Location: West Des Moines,Iowa