Call Center Planning Analyst 1

Wells Fargo

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Call Center Planning Analyst 1
Saint Louis, MO
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.

Responsibilities:
• 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:
• 3+ years’ call center planning experience and 1+ years’ statistical modeling experience.

Minimum Qualifications:
• 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.

Join our team. Visit our careers site at wellsfargo.com/careers and search by Requisition #3594255 to apply.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer M/F/D/V.
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