9 days old

Call CTR Analysis 1

Clive, IA 50325
  • Job Code
    5545645-1
Job Description

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. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll 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.

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.

Required Qualifications

1+ year of statistical modeling experience2+ years of experience in call center planning and analysis, workforce administration and planning, or combination of both

Desired Qualifications

Ability to interact with all levels of an organizationAdvanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skillsExcellent verbal, written, and interpersonal communication skillsGood analytical skills with high attention to detail and accuracyAbility to interact with all levels of an organizationAdvanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skillsAbility to work in a fast-paced deadline driven environmentAbility to work independently, proactively, innovatively, and creatively while exercising sound judgmentEffective organizational, multi tasking, and prioritizing skillsExcellent verbal, written, and interpersonal communication skillsKnowledge and understanding of operations support areas such as scheduling, staffing, planning, and administrationStrong analytical skills with high attention to detail and accuracy

Other Desired Qualifications Knowledge and understanding of operations support areas such as scheduling, staffing, planning, and administration Effective organizational, multi tasking, and prioritizing skills Ability to work in a fast-paced deadline driven environment Knowledge and understanding of workforce management software packages such as: Nice IEX, Aspect Eworkforce Management, or Blue Pumpkin Ability to work independently, proactively, innovatively, and creatively while exercising sound judgmentStreet Address

AZ-Chandler: 2600 S Price Rd - Chandler, AZIA-Clive: 13733 University Ave - Clive, IA

Disclaimer

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.

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Posted: 2020-05-16 Expires: 2020-06-15

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Call CTR Analysis 1

Wells Fargo
Clive, IA 50325

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