Contact Center Analyst Jobs (NOW HIRING)

About this role:

Wells Fargo is seeking a Contact Center Planning Analyst as part of Consumer Banking & Lending (CBL). Learn more about the career areas and lines of business at wellsfargojobs.com.

Are you looking for more? Find it here. At Wells Fargo, we believe that a meaningful career is much more than just a job. It's about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you're supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we're recognized for it! Wells Fargo ranked in the top three on the 2024 LinkedIn Top Companies List of best workplaces "to grow your career." Learn more about the career areas and business divisions at wellsfargojobs.com.

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:

• Experience in Alvaria forecasting and scheduling configurations
• Experience in daily, weekly, and monthly forecasttoactual analysis
• Experience in identifying drivers of forecast variances and implementing system, configuration, or forecast adjustments to improve accuracy and performance
• Prior experience working in a contact center
• Knowledge and understanding of call center operations in the financial services industry
• Ability to lead during times of ambiguity and change
• Exposure to resolving customer or process issues, including more complex cases
• Ability to develop partnerships and collaborate with other business and functional areas
• Ability to interact with integrity and a high level of professionalism with all levels employees and management
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to communicate clearly and professionally, both verbally and in writing
• Proficient in Microsoft Office
• Effective organizational, multi-tasking, and prioritizing skills

Job Expectations:

• This position offers a hybrid work schedule

This position is not eligible for Visa sponsorship.

Posting Locations:

• 1525 W W T Harris Blvd, Charlotte NC
• 2222 W Rose Garden Ln, Phoenix AZ

• 4101 Wiseman Blvd - San Antonio, TX 78251

Required locations listed above.

Salary range is determined by location of the job.

Please note: Job posting may come down early due to volume of applicants.

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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, visitDisability 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.