Senior Contact Center Planning Analyst

About this role:
Wells Fargo is seeking a Senior Contact Center Planning Analyst in Banker Connection as part of Consumer Banking and Lending, Branch Oversight and Support.
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In this role, you will:

• Direct timely and accurate functional, regional and site call center planning work
• Assist functional manager with the design of staffing and schedules needed to support operational needs and capacity planning
• Complete research work for site, regional or enterprise queues and workgroups
• Develop and deliver communication for enterprise team for ongoing changes in staffing and forecasting strategies
• Identify and recommend opportunities for process improvement and risk control development
• Provide feedback and training to specialists and analysts
• Address scheduling issues, including absences and tardiness
• Present input to managers regarding individual staff performance
• 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

Required Qualifications:

• 4+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Prior experience working in a contact center
• Knowledge and understanding of call center operations in the financial services industry
• Ability to lead during times of ambiguity and change
• Experience resolving and working through escalated and complex issues
• Ability to develop partnerships and collaborate with other business and functional areas
• Ability to interact with integrity and a high level of professionalism with all levels employees and management
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Highly refined and professional verbal and written communication skills
• Advanced Microsoft Office skills
• Effective organizational, multi-tasking, and prioritizing skills

Job Expectations:

• This position offers a hybrid work schedule
• Must be flexible in schedule based on business needs, including the ability to work on a Saturday rotation
• This position is not eligible for Visa sponsorship

Job Posting Locations:

• 1525 W W T Harris Blvd, Charlotte NC
• 2222 W Rose Garden Ln, Phoenix AZ

Please note: Job posting may come down early due to volume of applicants.
Posting End Date:
5 Mar 2026
*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.
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 .
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Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
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b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.