Call Ctr Planning Analyst 2
1 N JEFFERSON AVE - SAINT LOUIS, MO
Directs the timely and accurate completion of functional, regional, and site call center planning work, for centralized or virtual work team. Plans, coordinates and monitors the daily activities and workflow. Assist functional manager with the design of staffing schedules needed to support operational needs and capacity planning. Completes more complex ad-hoc analysis work for site, regional, or enterprise queues and workgroups. Develops and delivers communication for enterprise team related to ongoing changes in staffing and forecasting strategies. Provide feedback and cross-functional training to specialists and analysts. Address scheduling issues, including absences and tardiness. Provide input to manager regarding team member performance. May assist in resolving systems related issues. May act as a liaison at various meetings.
4+ years call center planning experience and 2+ years statistical modeling experience.
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
Ability to organize workflow of other analysts; interact with partners; develop reporting. Proficient in all aspects of daily workforce management duties. Extensive forecasting and scheduling design experience required. Experience with a major workforce management software package such as IEX, workforce Management, Blue Pumpkin, Exametric. Excellent verbal and written communications skills and the ability to work effectively in a virtual team environment.
Wells Fargo - 18 months ago
Wells Fargo & Company is a financial holding company and a bank holding company. It is a diversified financial services company. It...