Contact Center Planning Analyst

About this role:

Wells Fargo is seeking a Contact Center Planning Analyst. For more career opportunities please visit www.wellsfaro.com/careers

In this role, you will:

• Determine staffing targets, call volume trends and forecast changes based on capacity model

• Facilitate project work and schedule change adjustments

• Administer off phone time and training schedules

• Identify and recommend opportunities for process improvement and risk control development

• Provide guidance through mentoring, training and development

• Make decisions and resolve issues to meet business objectives

• Interpret policies, procedures, and compliance requirements

• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals

• Interact with internal customers

• Receive direction from leaders

• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Required Qualifications:

• 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:

• 6+ months of Workforce Management experience ensuring consistent operations and an exceptional customer experience by designing and implementing best practices in workforce management scheduling

• 6+ months of experience managing and optimizing various Workforce Management tools, systems, and platforms (Verint, Alvaria WFM, NICE IEX)

• 6+ months of Forecasting experience developing short-term workforce management strategies to ensure operational objectives.

• 6+ months of experience analyzing historical trends to develop accurate forecasts for staffing needs, workload distributions, and capacity planning

• 6+ months of experience in Microsoft Products

• 6+ months of experience using advanced level of proficiency in MS Excel working with large data sets, including ability to utilize trending formulas, create pivot tables and graphs, and incorporate standard formulas and functions

• 6+ months of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution

• Experience migrating between Workforce Management Platforms

Must be able to work at one of the locations listed in a hybrid capacity

Locations:

800 S Jordan Creek Parkway, West Des Moines, IA 50266

2800 S Price Rd, Chandler, Arizona 85286

1525 W W T Harris Blvd, Charlotte, NC 28262

4101 Wiseman Blvd, San Antonio, TX 78251

 

Posting End Date: 

27 Jul 2026

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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 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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.