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Analytics Consultant - Brkg Ops Capacity Planning

About this role:

Wells Fargo is seeking an Analytics Consultant. This Analytic Consultant role to build and manage the capacity and staffing models and a Contact Center Planning Analyst to build and manage staffing for the teams to support meeting SLAs on a daily basis. This Capacity planning role is critical role to ensuring we are planning staffing levels for the Brokerage Operations teams. This role is a key part of the business meeting service levels and requires an immense amount of regular and ongoing communication, including the ability to speak up and raise their hand in weekly meetings with Client and Investment Operations executive and business leaders. 


The Analytic Consultant in this role owns the following responsibilities:
Creates volume and capacity plans within sophisticated excel models.
Facilitate constant coordination and communication between internal recruiting, recruiting Agencies, leadership, L&D and business initiatives team.
Lead Monthly Performance Planning Meetings (MPP), all updates and follow-ups, including updates to Contact Center Executive and his directs. 
Collaborate with Finance as an input to our staffing cost and yearly budget.
Lead the business impact analysis in support of the Target Operating Models and changes.
Lead the data analysis on metrics to reduce process variation; modeling for ongoing business initiatives, mailings and letters to ensure accurate and timely on phone staff to ensure optimal client wait times.
Own business improvement analysis and modeling including: FA related communication and changes; Mailing impacts, account growth impacts etc.


In this role, you will:

  • The Analytics Consultant will own the End to End of Contact Center capacity planning process across multiple business lines. He/she is responsible for making ongoing staffing and hiring recommendations to optimize staffing to meet daily Service Level goals.
  • Be adept at statistical modeling, scholastic testing and working with and updating excel based staffing models, perform regression testing and identifying staffing impacts due to forthcoming initiatives, provide recommendations to LOB leaders and incorporate into staffing models. He/she would also need to be an expert with excel based staffing and volume models, perform regression testing and/or other statistical testing as required
  • Responsible for optimizing and implementing standardized Capacity Planning framework policies and procedures across WIM Brokerage Ops and the implementation of Monthly Performance Planning meeting across WIM Brokerage Ops.
  • Overall responsibility include 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 for setting up the business control framework for Capacity Planning procedures, success metrics and conduct regular audit checks to ensure process operate within a controlled and acceptable manner
  • Responsible for performing assigned analyses and projects to solve a variety of business issues for the WIM Brokerage Ops business teams, including outlier monitoring, business cases and actively supporting strategic business initiatives, target operating model changes as well as ongoing monitoring of business operational performance.
  • Monitors and manages staffing levels based on daily and weekly basis, updates to staffing models and providing staffing scenarios to Contact Center executive and leadership team.
  • Partnerships with key contacts such as, but not limited to: senior leaders, contact center managers, program/project managers, and other enterprise functional points of contact are critical. These partnerships will drive effectiveness in determining projects and programs that will have a significant impact on the Investment Contact Center as part of the monthly staff planning or yearly financial planning process.  
  • Have the ability to create compelling and persuasive presentation materials to effectively communicate key findings and recommendations directly with senior leadership.
  • He/she will be responsible for performing ad hoc sensitivity modeling, creating compelling business cases and influence required changes and provide insight and actionable intelligence to the senior leaders of the business.
  • He/she leading the efforts to proactively identify automation opportunities to simplify and streamline the End to End of Capacity planning, incorporate Speech data to ensure capacity planning overlays call types and seasonality.
  • Ensure the timeliness and accuracy of the monthly long term staff planning process outlook (up to 27 months)
  • Adept at understanding and working knowledge of workforce management software/tools- eWFM/Alvaria, NICE or Verint preferred. Especially for updating and refining forecasting inputs on an ongoing basis.
  • Use specialized financial functional knowledge of complex financial products, pricing implications, regulatory standards, financial performance, financial forecasting to assist in designing robust models, and complex non-model quantitative tools that support strategic decision making
  • Perform analysis of findings and trends using statistical or financial analysis, modeling, process documentation, profitability analysis, customer, or demographic analysis
  • Recommend solutions to increase revenue, reduce expense, maximize operational efficiency, quality, and compliance
  • Ensure adherence to data management or data governance regulations and policies
  • Participate in company initiatives or processes to assist in meeting its risk and capital objectives and other strategic goals
  • Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment
  • Ability to work effectively in structured but flexible, adaptable and changing, call center environment
  • Required Qualifications, US:
  • 2+ years of Analytics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  • Experience using analytical techniques used in: statistical analysis, modeling, and reporting


Desired Qualifications:

  • Ability to influence across all organizational levels, particularly senior management
  • Ability to quickly establish credibility to build and maintain effective working relationships
  • Experience as a collaborator who has built successful relationships and influenced across business lines to drive results
  • Knowledge and understanding of call center: operations in the financial services industry
  • Knowledge and understanding of workforce management software packages such as: IEX, Verint, Genesys Decisions
  • Strong analytical skills with high attention to detail and accuracy


Job Expectations:

  • This role is a key part of us meeting monthly SLAs and requires an immense amount of regular and ongoing communication, including the ability to speak up and raise their hand in weekly meetings with ICC executive and business leaders. 
  • Creates volume and capacity plans within sophisticated excel models
  • Facilitate constant coordination and communication between internal recruiting, recruiting Agencies, leadership, L&D and business initiatives team
  • Lead Monthly Performance Planning Meetings (MPP), all updates and follow-ups, including updates to Contact Center Executive and his directs
  • Collaborate with Finance as an input to our staffing cost and yearly budget
  • Lead the business impact analysis in support of the Target Operating Models and changes
  • Lead the data analysis on metrics to reduce process variation; modeling for ongoing business initiatives, mailings and letters to ensure accurate and timely on phone staff to ensure optimal client wait times.
  • Own business improvement analysis and modeling including: Client Affluent modeling; Mailing impacts, account growth impacts, business model expansion, hours of operation change etc.

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.

1525 West WT Harris Blvd., Charlotte, NC

2801 Market St., St. Louis, MO

600 S. 4th Street, Minneapolis, MN

5201 W Amelia Earhart Dr, Salt Lake City, UT

This position follows the New York Stock Exchange holiday schedule.

Relocation financial assistance is not available for this regulated role.

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.


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