Call Center Planning Analyst 2 – St. Louis, MO, Salt Lake City, UT, Charlotte, NC

Call Center Planning Analyst 2 – St. Louis, MO, Salt Lake City, UT, Charlotte, NC

Posted On: 3-2-2015
Position Title: Call Center Planning Analyst 2
Job Location: St. Louis, MO, Salt Lake City, UT, Charlotte, NC
To apply, visit wellsfargo.com/careers and search by Job ID #5086247 to apply.

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Call Center Planning Analyst 2

St. Louis, MO / Salt Lake City, UT / Charlotte, NC

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.  May perform limited 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.

  • Develops base, seasonal, overtime and Temporary work schedules for all departments based on scheduling requirements.
  • Participates in supporting all staffing requirements generated for short, mid and long term planning.
  • Supports the development and implements the business staffing/recruiting plans under direction Forecast/Scheduling Manager Staffing.
  • Maintains employee databases tracking headcount, FTE and supervisor ratios.
  • Monitors staffing in all business lines to the plan, communicating deviations to the site Business Line Leaders Forecast/Scheduling Manager.
  • Utilizes effective processes to ensure all staff requirements are met.
  • Plans and track all schedule exceptions (planned and unplanned).
  • Approves and coordinates all off-line activities, (Including meetings, special projects, training and outbound calling).
  • Supports the maintenance of staffing headcounts, turnover/promotions, work shrinkage and occupancy.
  • Plans and coordinates annual and ongoing vacation bid process and holiday planning.
  • Provides analysis on staffing trends and opportunities to meet and/or maintain staffing goals.
  • Participate in the identification of process improvements to ensure that direct labor requirements are met and call center service/productivity goals are achieved

Basic Qualifications:

  • 4+ years call center planning experience and 2+ years statistical modeling experience.

Minimum Qualifications:

  • Advanced knowledge of operations support area such as scheduling, staffing, planning, and administration. Strong analytical skills. Advanced knowledge and use of MS Office tools including Excel and Access. Excellent verbal and written communications skills. Ability to interact with team members and management at all levels. Self-motivated, detail oriented, independent worker with experience in handling high volume, multi-task work load
  • Advanced knowledge of operations support area such as scheduling, staffing, planning, and administration.
  • Strong analytical skills.
  • Advanced knowledge and use of MS Office tools including Excel and Access.
  • Excellent verbal and written communications skills.
  • Ability to interact with team members and management at all levels.
  • Self-motivated, detail oriented, independent worker with experience in handling high volume, multi-task work load
  • Prior experience working in a call center, call center scheduling soft-ware and ACD technology.
  • Ability to design spreadsheet/database programs.
  • A minimum of two years’ experience developing/applying staffing/scheduling models to business needs.
  • Applicants will need to have a flexible schedule, Monday-Saturday from 7:00am-6:00pm

To apply, visit wellsfargo.com/careers and search by Job ID #5086247 to apply.

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. © 2015 Wells Fargo Bank, N.A.  All rights reserved. Member FDIC.