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. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll 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. Wells Fargo's Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending, Auto, Credit Cards, Retail & Merchant Services, Personal Lending, Consumer Lending Control, and Consumer Lending Shared Services. The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices as well as online and digital channels. Wells Fargo Merchant Services specializes in providing solutions such as credit card, debit card, check guarantee, e-commerce, and gift cards to businesses of all sizes. WFMS is nationally recognized for its ingenuity and reputation as a leader in the electronics payments industry. This exciting Call Center Planning Analyst 2 position will support Central Sales and Support within Wells Fargo Merchant Services. The Primary role of this position is to ensure Merchant Services Call Center network technology solutions and services are designed to enable business and customers, while operating in full compliance with corporate risk, security, and regulatory policies. Duties include: * Maintaining IP Telephony (IPT) skills are a higher weighted component for this position. * Experience and working knowledge of Messaging and Contact Center Telephony platforms. * In addition, this candidate must have excellent organizational and project management skills. * Comfortable collaborating with non-technical financial business professionals, troubleshooting issues, and translating business requirements and writing clear and concise documentation. * Responsible for problem diagnosis, troubleshooting, repair, and resolution of issues impacting systems and impairing user functionality. * Required to multi-task in a fast-paced environment while coordinating effective, efficient, and timely communication with leadership and management. * Ability to develop partnerships and work collaboratively with the supported team and technology partners. * Translating business requirements and writing clear and concise documentation. * Developing an onboarding process guide for new hires to Inbound/Outbound (Genesys). * Developing reporting that supports insight on production and efficiency. Required Qualifications * 4+ years of experience in call center planning and analysis, workforce administration and planning, or combination of both demonstrated through work or military experience * 2+ years of statistical modeling experience demonstrated through work or military experience Desired Qualifications * Customer relationship management experience * Ability to coordinate processes or projects and compile documentation * Ability to handle confidential material in a professional manner * Experience with HR software such as Time Tracker, Workforce Analytics, and PeopleSoft * Experience communicating in both written and verbal formats with senior executive-level leaders * Bilingual speaking and reading proficiency in Spanish/English * Ability to interact with all levels of an organization * Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills * Ability to work in a fast-paced deadline driven environment * Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment * Effective organizational, multi tasking, and prioritizing skills * Excellent verbal, written, and interpersonal communication skills * Extensive knowledge and understanding of operations support areas such as scheduling, staffing, planning, and administration * Strong analytical skills with high attention to detail and accuracy Other Desired Qualifications * Understanding of Customer Relationship Management software, example CRM Dynamics, Sales Force * Call Center network technology solutions and services * Updating the Call Center's IVR, messaging to streamline and improve customer experience and provide Call Center needed analytical data to manage KPIs * IP Telephony (IPT) skills * Experience and working knowledge of Messaging and Contact Center Telephony platforms * Excellent organizational and project management skills * 2+ years of systems support analysis experience * 2+ years of Telephony experience in a Call center * Call Center experience with: workforce management, reporting, call center planning, ECCOS reporting system * 2+ years of technical troubleshooting experience * Working knowledge of Cisco Unified Contact Center Enterprise (UCCE)/Genesys call routing * Working knowledge of call recording technologies (WITNESS/NICE) * Ability to work prioritize daily tasks and work in a fast-paced environment Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. AZ-PHX-Central Phoenix: Min: $47,500 Mid: $62,000 Street Address AZ-PHX-Central Phoenix: 100 W Washington St - Phoenix, AZ 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.