Call Center Planning Analyst I-Workforce Management Team

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wealth & Investment Management, or WIM, is one of the United States’ leading providers of financial and investment services. WIM provides a full range of personalized wealth management, investment, and retirement products and services to meet clients’ unique needs and help them achieve financial goals. Our mission is to help clients pursue their financial goals with confidence. We accomplish this by:

• Building enduring client relationships through sound, thoughtful, and objective advice
• Developing individualized plans for clients to help meet their financial objectives
• Helping clients build, manage, preserve, and transition their financial resources and wealth

WIM serves clients through the following businesses:

• Wells Fargo Private Bank serves high-net-worth individuals and families.
• Wells Fargo Advisors provides investment advice and guidance to clients through more than 13,200 full-service financial advisors and referrals from more than 5,450 licensed bankers.
• Wells Fargo Asset Management brings together a strategic balance of investment capabilities to serve the investment needs of institutions, financial advisors, and individuals worldwide.

Through Wells Fargo Private Bank, WIM is also a leading provider of trust, investment, and fiduciary services, including personal trust services and a number of specialized wealth services designed to meet the diverse needs of high-net-worth clients.

The Investment Contact Center (ICC) provides service and support for clients of WIM’s five lines of business: Abbot Downing, Retirement, Wealth Management, Wells Fargo Advisors (WFA), and Wells Fargo Asset Management (WFAM). Our client-facing teams manage millions of customer contacts each year for retail and institutional clients, plan sponsors, and participants via phone, email, and correspondence. We also have employees who work on support teams in business administration, operations, and strategy and technology. We act as a single, unified, and coordinated channel, with one direction, one voice, and one view, in order to provide exceptional client experiences.

This position is in the Investment Contact Center Command Center team, which supports 1,000 front line on phone employees across ICC and Digital as well as backup support for intra day management to 600 Employees across Brokerage Operations. The team currently provides support during all week days (Monday-Friday, 8 AM-12 Mid-Night EST; Weekends/Holidays are limited support on-call.

The Call Ctr Planning Analyst 1 will maintain all staff schedules for a line of business and coordinate scheduling of in and out of office activities utilizing Aspect eWFM software, to maximize staff coverage to meet workload requirements.

This position will be a part of the Scheduling arm of the Workforce Management and Data Analytics team within ICC.
Responsibilities include, but are not limited to:

• Drive a preplanned state through business advocacy using strong analytics, data-driven recommendations, and presentation skills
• Provide recommendations on new hire schedules and schedule changes needed to maintain coverage, including recommendations for overtime
• Administer Holiday, PTO, and shift bids
• Analysis and interpretation of various types of data such as shrinkage, requirement versus scheduled FTEs, and
• Provides ad-hoc data requests to LOB leaders
• Facilitates initiative work, and may lead moderate scope initiatives or parts of an enterprise-wide initiatives
• Proactively monitor and manage the Scheduling mailbox for timely and accurate update to schedules while caring for service level impacts to the line of business
• Schedules off-phone events through supervisory discussions and partner with workforce management team as needed based on data analysis.
• Adjustment to intra-day staffing levels and schedules
• Maintains logs and tracks PTO requests.
• Schedule optimization to meet interval service level and workload objectives
• Identify and recommend placement for group events
• Works with multiple lines of business as needed
• Regularly partner with forecasting to improve quality of scheduling
• Make recommendation for optimal placement for shift start/stop times
• Process adherence exceptions
• Recommend overtime when needed
• Facilitate regular meetings with business to review metrics and identify opportunities
• Overall responsibility include ensuring team coverage, 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 business SLA goals.
• Adept at understanding and working knowledge of workforce management software/tools- Aspect eWFM or Nice IEX preferred.
• Ability to work in a fast-paced deadline driven environment
• Ability to work with MS office applications
• Ability to work effectively in structured but flexible, adaptable and changing, call center environment

Want to learn more about our team? Copy and paste this video URL into a new browser tab to hear what our team members are saying: https://youtu.be/7rNz5Is0PnE

• 
  2 years of experience in call center planning and analysis, workforce administration and planning, or combination of both demonstrated through work or military experience
• 1 year of statistical modeling experience demonstrated through work or military experience

• 
  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
• A BS/BA degree or higher in business or management
• 1 year of call center customer service and sales experience in the financial services industry
• Advanced Microsoft Office (Word, Excel, and Outlook) skills
• Excellent verbal, written, and interpersonal communication skills
• Knowledge and understanding of workforce management planning and execution
• Ability to form a story through data analysis
• Ability to lead during times of ambiguity and change

• Adept at understanding and working knowledge of workforce management software/tools- Aspect eWFM, Nice IEX, Verint

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