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Wells Fargo Call Center Planning Analyst 1 in West Des Moines, Iowa

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.

The Call Center Planning Analyst 1 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. Working directly with lead and site management teams.

This role provides workforce management Real Time support. This includes the monitoring of inbound calls through the Genesys Phone System, and real time adherence in NICE. The team works closely with scheduling and forecasting to manage skill assignment and communication with the business.

Other areas of responsibilities include:

  • May negotiate and redesign schedules in the workforce management system to meet division performance and productivity requirements.

  • 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.

  • Live monitoring of inbound call volumes and communicating with the business

  • Live monitoring of adherence to schedule, updating the intraday schedules and communicating with the business.

  • Manage skill setups for operations, updating and modifying to support the business needs

  • Preparing and sending reports to the business either via email or instant message to communicate performance

  • Miscellaneous, including required training and meetings.

**Hours: 9:00 AM – 6:00 PM Monday-Friday (Central Standard Time Zone reflected)

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

  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

Job Expectations:

  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5477087&PostingSeq=1.

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.

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.

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