Call Center Planning Analyst 2

Wells Fargo - Chandler, AZ3.8

Job Description
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 Lending is an industry leader in supporting homeowners and consumers. Our group includes Home Lending, Personal Lending, and Wells Fargo Auto, and the professional services teams that partner with these businesses. Our foundation for success can be summarized in three beliefs: Our product is service. Our value added is financial advice and guidance. Our competitive advantage is our people. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

Join the #1 Mortgage originator and servicer (Source: Inside Mortgage Finance)

Our Default Servicing team engages, understands and advises consumer real estate customers of available solutions to resolve mortgage delinquencies.

The Call Center Planning Analyst 2 will perform complex data analysis to determine staffing targets, call volume trends and develop long-term strategies. The successful candidate will present recommendations for long-range staffing and volume forecasting changes based on capacity modeling; administer Call Center Workforce Management software; perform updates to scheduling database through basic programming; compile and mine data from a variety of business sources; facilitate project work, and may lead moderate scope projects or parts of an enterprise-wide project. Additionally, this role may perform limited schedule changes or adjustments and negotiate off-phone activities and training schedules; provide guidance to less experienced specialists and analysts through mentoring, training and skill-building program development and will be considered the technical expert on the team and will coordinate system implementations for Workforce Planning software.

Key responsibilities include creating and managing of a contact center call flow process, creating and managing the agents schedules both real time and long term to ensure customers get the best experience possible. The Call Center Planning Analyst 2 will monitor KPI's to bring awareness to and provide in-depth root cause analysis to changes and call flow trends; agent level planning and forecasting analysis for all call types and demand levels; providing forecast versus actual analysis and insights into changes, drivers, and trends. Assist in developing performance metrics, audit controls, and dashboards to report actual performance against forecasts; partnering with call center leadership to improve the understanding of metrics and drivers. Manage and administer skill changes and call volume routing changes as and if needed.

Required Qualifications

4+ years of experience in call center planning and analysis, workforce administration and planning, or combination of both
2+ years of statistical modeling 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
Experience supporting efforts that require integration of multiple technology systems, operations, or customer service processes
Experience with Work Force planning tools as well as understanding of Workforce planning basic principles on tool specific.
Experience making call routing changes or recommendations as required.

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.

Street Address
AZ-Chandler: 2501 S Price Rd - Chandler, AZ


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.