ULO Workforce Management Short Term Forecasting Manager

About this role:

Wells Fargo is seeking a Workforce Management Short Term Forecasting Manager to manage a team forecasting numerous contact center types including inbound only, blended, and back office work.

In this role, you will:

• Manage and develop complex teams handling multifaceted tasks and operations for a single business group within a line of business

• Engage business stakeholders in integrating or implementing business execution initiatives

• Identify and recommend opportunities for process improvement, redesign, change management initiatives, and risk control development

• Make decisions and resolve issues regarding operations of the team to meet business objectives

• Interpret and develop policies and procedures aligned with Wells Fargo's business line objectives

• Collaborate and consult with immediate colleagues and cross functional business partners

• Interact directly with executive management to influence, optimize, and negotiate on business operations related to Strategy and Execution

• Manage allocation of people and financial resources for Business Execution

• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 2+ years Leadership experience

Desired Qualifications:

• 4+ years of Workforce Management experience ensuring consistent operations and an exceptional customer experience by designing and implementing best practices in workforce management scheduling

• 4+ years of Forecasting experience developing short-term workforce management strategies to ensure operational objectives.

• 4+ years of Management experience leading Workforce Management teams

• 4+ years of experience managing and optimizing various Workforce Management tools, systems, and platforms (Verint, Alvaria WFM, NICE IEX)

• 4+ Years of experience analyzing historical trends to develop accurate forecasts for staffing needs, workload distributions, and capacity planning

• 4+ years of experience in Microsoft Products

Job Expectations:

Workforce Planning & Strategy

• Ensure accuracy of short term forecasts for multiple business using differing contact types.

• Staying on top of the latest industry trends and internal initiatives to ensure forecast remains accurate

Leadership & Team Development

• Develop employees skills and knowledge related to Workforce Management forecasting

• Review quality of short term forecasts and usage of the Workforce Management tool

• Develop KPIs that monitor the Short Term Forecasting teams performance and productivity

Collaboration & Stakeholder Engagement:

• Acting as a trusted partner to internal teams, ensuring workforce planning aligns with business goals, operational requirements, and customer expectaions

• Serving as a key point of contact to senior leadership on all matters related to Unsecured Lending Operations Workforce Management short term forecasting

This position is not visa sponsorship eligible

Must be able to work at one of the locations listed in a hybrid capacity

Locations:

1525 W W T Harris Blvd, Charlotte, NC 28262

250 E John Carpenter Frwy Irving, TX 75062

2150 W Pinnacle Peak Rd Phoenix, AZ 85027

1301 Solana Blvd Bldg 1 Fl 1-3 Westlake, TX 76262

Posting End Date:

*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.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.