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 Qualifications:** + Experience in Alvaria forecasting and scheduling configurations + Experience in daily, weekly, and monthly forecast‑to‑actual analysis + Experience in identifying drivers of forecast variances and implementing system, configuration, or forecast adjustments to improve accuracy and performance + 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 + Exposure to resolving customer or process issues, including more complex cases + 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 + Ability to communicate clearly and professionally, both verbally and in writing + Proficient in Microsoft Office + Effective organizational, multi-tasking, and prioritizing skills **Job Expectations:** + This position offers a hybrid work schedule This position is not eligible for Visa sponsorship. 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.