Skip To Content
Laptop

Contact Center Scheduling Analyst

About this role:

Wells Fargo is seeking a Contact Center Scheduling Analyst. This planning analyst role is critical role to ensure the intraday staffing is in alignment with call volumes to ensure consistent Service Level delivery for the Brokerage Operations team.

Some of the key responsibilities include:

  • The Planning Analyst will own the End to End of scheduling process across multiple business lines within Brokerage Operations. He/she is responsible for owning, making recommendations, and executing tactical levers to optimize staffing to meet monthly Service Level goals.
  • Leading the efforts in proactively planning for PTO bids, Bi-Annual Shift Bids, Monthly Mini Bids based on business needs, Holiday and special day staffing as well as making recommendations on to business partners to meet business SLA goals.
  • Responsible for optimizing schedules, implementing Resource Planning framework policies and procedures across Brokerage Operations and the execution of Bi-Weekly Resource Performance Planning meeting for the Line of Business teams
  • Administer and schedule off phone time for front line reps, schedule trainings, meetings, coaching and other off phone activities ensuring business service levels are met.
  • Optimize breaks, lunches and off phone times on a weekly basis and lead Bi-weekly Resource Performance meetings with Line of Business managers and leadership team
  • Ensuring team coverage and proactive outreach to business teams in the event of forecasted SLA challenges and provide recommendations for cancelling/moving off phone activities to maximize on phone staffing to meet daily business SLA goals.


In this role, you will:

  • The Planning Analyst will own the End to End of scheduling process across multiple business lines within Brokerage Operations. He/she is responsible for owning, making recommendations, and executing tactical levers to optimize staffing to meet monthly Service Level goals.
  • Some of the key responsibilities include:
    • Leading the efforts in proactively planning for PTO bids, Bi-Annual Shift Bids, Monthly Mini Bids based on business needs, Holiday and special day staffing as well as making recommendations on to business partners to meet business SLA goals.
    • Responsible for optimizing schedules, implementing Resource Planning framework policies and procedures across Brokerage Operations and the execution of Bi-Weekly Resource Performance Planning meeting for the Line of Business teams
    • Administer and schedule off phone time for front line reps, schedule trainings, meetings, coaching and other off phone activities ensuring business service levels are met.
    • Optimize breaks, lunches and off phone times on a weekly basis and lead Bi-weekly Resource Performance meetings with Line of Business managers and leadership team
    • Ensuring team coverage and proactive outreach to business teams in the event of forecasted SLA challenges and provide recommendations for cancelling/moving off phone activities to maximize on phone staffing to meet daily business SLA goals.
    • Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
    • Facilitate project work and schedule change adjustments
    • Interact with internal customers
    • Interpret policies, procedures, and compliance requirements
    • Make decisions and resolve issues to meet business objectives
    • Overall responsibility includes ensuring team coverage, proactive outreach to business teams in the event of forecasted SLA challenges and provide recommendations for optimizing staffing for front line phone and off phone team members to consistently meet business SLA goals.
    • He/she would also own and be accountable executing on scheduling procedures, responsible for success metrics and conduct regular audit checks to ensure process operate within a controlled and acceptable manner


Required Qualifications, US:

  • 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 working with workforce management software/tools- Alvaria WFM, NICE/Verint preferred. Especially for updating and refining forecasting inputs on an ongoing basis.
  • Ability to follow policies, procedures, and regulations
  • Ability to work effectively, as well as independently, in a team environment
  • Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
  • Ability to exercise independent judgment to identify and resolve problems
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to work effectively in structured but flexible, adaptable, and changing, contact center environment
  • 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 Alvaria WFM/ NICE/Verint WFM


Job Expectations:

  • The scheduling Analyst will own the End to End of scheduling process across multiple business lines within Brokerage Operations. He/she is responsible for owning, making recommendations, and executing tactical levers to optimize staffing to meet monthly Service Level goals.
  • Leading the efforts in proactively planning for PTO bids, Bi-Annual Shift Bids, Monthly Mini Bids based on business needs, Holiday and special day staffing as well as making recommendations on to business partners to meet business SLA goals.
  • Responsible for optimizing schedules, implementing Resource Planning framework policies and procedures across Brokerage Operations and the execution of Bi-Weekly Resource Performance Planning meeting for the Line of Business teams.
  • Administer and schedule off phone time for front line reps, schedule trainings, meetings, coaching and other off phone activities ensuring business service levels are met.
  • Optimize breaks, lunches and off phone times on a weekly basis and lead Bi-weekly Resource Performance meetings with Line of Business managers and leadership team.
  • Ensuring team coverage and proactive outreach to business teams in the event of forecasted SLA challenges and provide recommendations for cancelling/moving off phone activities to maximize on phone staffing to meet daily business SLA goals.

Hours are Monday - Friday, 9:00am - 6:00pm. Flexibility is required for this role as business needs change.

Relocation financial assistance is not available for this role.

This position follows the New York Stock Exchange holiday schedule.

This position will sit at one of the locations listed below. The person moving into this role will be expected to work on-site 3 to 5 days a week, depending on business needs.

2801 Market St., St. Louis, MO

600 S. 4th Street, Minneapolis, MN

5201 W. Amelia Earhart Dr., Salt Lake City, UT

1525 West WT Harris Blvd., Charlotte, NC

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.


How we hire

This is an example of some common job content that can be shown at the bottom of every job description. It is added in the CMS and then shown on every job. It can be used to supplement the job content that comes from the ATS.

Egestas faucibus lacus a ac aptent ac condimentum risus iaculis a parturient a enim suscipit semper hendrerit feugiat suspendisse lobortis facilisis vel at dolor ornare rutrum a elementum mi. Rhoncus mollis curae penatibus scelerisque suspendisse faucibus phasellus porttitor maecenas amet a amet hac facilisi a urna a vestibulum vestibulum maecenas per adipiscing ultrices.

Block Values

Our hiring process

Answer 1

Answer 2

Answer 3

 

Answer 4

Find the right careers for you

Clouds Lake

Sub Title

Feature 1

Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text

Home
Clouds Lake

Sub Title

Feature 2

Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text Text

Home

Rejoignez notre communauté de talents

Renseignez-vous sur les événements à venir et les possibilités de carrière chez Wells Fargo.

Adhérer maintenant
JK 1212 1236 B 4MP