Contact Center Quality Analyst, Sr. jobs in Mesa, AZ

About this role:

Wells Fargo is seeking a Contact Center Planning Analyst as part of Merchant Services.

The Contact Center Planning Analyst will develop, manage, and forecast accurate interval, daily, weekly, and monthly contact center volume to meet established goals. This role is critical role to ensure the intraday staffing is in alignment with call volumes to ensure consistent service level delivery.

Learn more about the career areas and lines of business at wellsfargojobs.com.

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:

• Experience forecasting inbound and back office with Workforce Management tools such Verint/Avaya or Alvaria/Aspect
• Tableau experience
• Experience using programs such as Microsoft Office (Outlook, Excel, etc.), Real Time Adherence (RTA), CC Pulse and Workforce Optimization (WFO)
• Experience forecasting back office, call, and chat volumes
• Knowledge and understanding of call center: reporting/support
• Experience with capacity planning, forecasting, process improvement, and measurements
• Strong and proven experience, proficiency in using Excel
• Strong and proven experience in demonstrated communication skills, both written and verbal
• Ability to be a team player that works well with employees at all levels

Job Expectations:

• Willingness to work on-site at the stated location on the job opening
• This position offers a hybrid work schedule

Location:

1150 W Washington St, Tempe, AZ 85281

Schedule:

Days: Monday-Friday

Salary:

46,500.00 - 69,700.00 USD Annual

Posting End Date: 

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

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: 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.

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.