Securities Operations Specialist - Workforce Management, WIM Operations

Contact Center Securities Operations Specialist

Wells Fargo is seeking a Contact Center Securities Operations Specialist within the Workforce Management team to lead scheduling for a dynamic and fast paced Contact Center environment. In this role, you will :

The Securities Operations Specialist will own the End to End of scheduling process across Brokerage Services Contact Center within the Investment Client Contact Center (ICC). Responsible for owning, making recommendations, and executing tactical levers to optimize staffing to meet monthly Service Level goals. Some of the key responsibilities include :

• Leading the efforts in proactively planning for PTO bids, Bi-Annual Shift Bids, Monthly Mini Bids based on business needs, Holiday and special day staffing as well as making recommendations on to business partners to meet business SLA goals.
• Responsible for optimizing schedules, implementing Resource Planning framework policies and procedures across Brokerage Operations and the execution of Bi-Weekly Resource Performance Planning meeting for the Line of Business team.
• Administer and schedule off phone time for front line reps, schedule trainings, meetings, coaching and other off phone activities ensuring business service levels are met.
• Optimize breaks, lunches and off phone times on a weekly basis and lead Bi-weekly Resource Performance meetings with Line of Business managers and leadership team.
• Ensuring team coverage and proactive outreach to business teams in the event of forecasted SLA challenges and provide recommendations for cancelling / moving off phone activities to maximize on phone staffing to meet daily business SLA goals.
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements.
• Participate in low to moderately complex lifecycle support initiatives and identify opportunity for process improvements within the Workforce Management Team.
• Present recommendations for resolving low to moderately complex situations related to a full process within Workforce Management while developing understanding of function, policies, procedures, and compliance requirements.
• Provide information to, collaborate, and consult with peers, colleagues and managers, including internal and external customers, to resolve issues and achieve goals.
• Facilitate project work and schedule change adjustments and Interpret policies, procedures, and compliance requirements
• Make decisions and resolve issues to meet business objectives
• Overall responsibility includes ensuring team coverage, proactive outreach to business teams in the event of forecasted SLA challenges and provide recommendations for optimizing staffing for front line phone and off phone team members to consistently meet business SLA goals. He / she would also own and be accountable executing on scheduling procedures, responsible for success metrics and conduct regular audit checks to ensure process operate within a controlled and acceptable manner
• Research low to moderately complex business risks, provide input into policies, enhance customer satisfaction, and review time sensitive work deliverables.
• Contribute and may lead implementation of projects, new or revised processes, and procedures that require coordination among operation teams and perform analysis for initiatives that support business strategies making decisions on matters with financial impact and risk.

Required Qualifications :

Desired Qualifications :

Job Expectations :

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 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.

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

Wells Fargo Recruitment and Hiring Requirements :

Req Number : R-506239