Contact Center Planning Analyst - Enterprise Complaints

at  Wells Fargo

WHY WELLS FARGO:

This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list - and #1 among financial services companies - as the best workplace “to grow your career” in the U.S. At Wells Fargo, we support employees’ career aspirations and growth. We’re proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.
We offer competitive salaries and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance and the financial health of our employees. Our customers invest with us, we invest in you. Apply today.

APPLICANTS WITH DISABILITIES

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Required Qualifications:

• 2+ years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educatio

Desired Qualifications:

• 6+ Months of experience with Genesys Telephony ACD
• 6+ Months of experience with Aspect WFM
• 6+ Months of experience with ECMP
• 6+ Months of experience with Tablea

Wells Fargo is seeking a Contact Center Planning Analyst

In this role, you will:

• 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

Required Qualifications:

• 2+ years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 6+ Months of experience with Genesys Telephony ACD
• 6+ Months of experience with Aspect WFM
• 6+ Months of experience with ECMP
• 6+ Months of experience with Tableau