Call Center Planning Analyst 2 / Wells Fargo Dealer Services

Wells Fargo - Raleigh, NC3.8

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.

The Call Center Planning Analyst 2 will support Dealer Services within Wells Fargo Dealer Services Default Servicing.

Duties may include:
  • SHIFT: 9am-6pm CST Monday-Friday with rotational 8am-5pm CST Saturday (shift is subject to change based upon business needs)
  • This role will primarily be responsible for workload and call volume forecasting and scheduling functionalities
  • Performs complex data analysis to determine staffing targets, call volume trends and develop long-term strategies
  • Presents recommendations for long-range staffing and volume forecasting changes based on capacity modeling
  • 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 may lead moderate scope projects or parts of an enterprise-wide project
  • Will perform schedule changes or adjustments and negotiate 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 Planning software
  • Once your application is received Wells Fargo will make initial contact with you via e-mail
  • Please ensure your contact information (e-mail address and phone number) is current in your Wells Fargo Jobs profile
  • If your contact information has changed please update prior to applying to this position
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
Experience in an operations support area that handles scheduling, staffing, planning, and administration
Experience with capacity planning, forecasting, process improvement, and measurements
Ability to be proactive, innovative and creative in meeting customer and enterprise needs
Ability to work effectively in a virtual team environment
Ability to work effectively, as well as independently, in a team environment
Strong organizational, multi-tasking, and prioritizing skills
Experience delivering results in a fast-paced, deadline driven environment

Other Desired Qualifications
Ability to present information, findings, and training to groups of various size including senior management teams
Knowledge and understanding of workforce management software packages including IEX Totalview

Job Expectations

Willingness to work on-site at stated location on the job opening
Ability to work nights, weekends, and/or holidays as needed or scheduled
Ability to travel up to 10% of the time

Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.

AZ-Chandler: Min: $47,500 Mid: $62,000
NC-Raleigh: Min: $47,500 Mid: $62,000
TX-Irving: Min: $47,500 Mid: $62,000

Street Address
AZ-Chandler: 2501 S Price Rd - Chandler, AZ
NC-Raleigh: 1100 Corporate Center Dr - Raleigh, NC
TX-Irving: 6051/6061 N State Hwy 161 - Irving, TX


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.