Call Ctr Planning Analyst 1

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 want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.

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

Wealth and Investment Management (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.

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. 

Provides summary reporting and data analysis for Call Center volumes and productivity to maximize staffing and meet service level commitments. Develops site/regional schedule recommendations based on forecasting and other analysis performed. May negotiate and redesign schedules in the workforce management system to meet division performance and productivity requirements. Works directly with lead and site management teams. May coordinate medium scope projects or parts of an enterprise-wide project. Performs additional duties including: writing data queries, performing data mining, facilitating project work, staffing and call volume modeling.

Candidates need to be flexible to work Monday through Friday between the hours 8:00am-11:00pm EST.

View the 'Working at Wells Fargo – Investment Contact Center' video on YouTube to learn more about what it's like to work in the ICC. Hear unique team member perspectives about career development, engagement opportunities, and client service — the foundation of our culture. Copy and paste this video URL into a new browser tab to hear what our ICC team members are saying: youtu.be/qoX6zB6YZlM

• 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
• Knowledge and understanding of real time adherence management
• Knowledge and understanding of the eWFM (E-Workforce Management) system
• Knowledge and understanding of CCPulse+

NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
MO-Saint Louis: 1 N Jefferson Ave - Saint Louis, MO

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.



Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.