Contact Center Planning Senior Manager

Wells Fargo is seeking a Contact Center Planning Senior Manager. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Manage and develop teams in forecasting, scheduling, systems, telephony solution, statistical modeling and service level management for all call center groups
• Be responsible for labor and telecom expense forecasting for volume and handle time
• Oversee the design and maintenance of policy and procedures, operation structure and technology enhancements
• Identify and recommend opportunities for process improvement and risk control development
• Evaluate and approve changes or recommendations for software and hardware infrastructure for workforce management software
• Make decisions and resolve issues to meet business objectives
• Interpret policies, procedures, and compliance requirements
• Collaborate and influence all levels of professionals including more experienced managers
• Lead team to achieve objectives
• Manage allocation of people and financial resources for Contact Center Planning
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 6+ years of Contact Center Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience

Desired Qualifications:

• 4+ years of Contact Center experience in a leadership capacity, especially focused towards Scheduling and Planning or capacity planning and forecasting experience or intraday management
• Experience with call center workforce management tools (Aspect, Verint, IEX, Nice, etc)
• Knowledge of latest/most current technology solutions in the field of Workforce management
• Ability to improve processes and capabilities of workforce management tools
• Foster collaboration and teamwork, encouraging team members to work together toward common goals
• Ability to effectively communicate, verbally and written, with executive level presence with the ability to translate complex analysis and insights into relevant business discussions with diverse groups of leaders and organizations 
• Provide guidance through mentoring, training, and development
• Ability to develop partnerships and collaborate with other business and functional areas
• Experience with process improvement, and measurements
• Strong analytical skills, including data management. Able to perform analysis and deliver to management calling out risk or opportunities
• Effective organizational, multi-tasking, and prioritizing skills
• Advanced Microsoft Office (Word, Excel, PowerPoint and Outlook) skills

Job Expectations:

• This position offers a hybrid work schedule
• Candidates must be willing to work additional hours and weekends, as needed

Posting End Date: 

22 May 2025

*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.