Technology Operations Analyst (Workforce Planning)

Job description

About this role: Wells Fargo is seeking a Technology Operations Analyst (Workforce Planning). In this role, you will: Participate in initiatives and identify opportunities for technology operations Evaluate basic or tactical challenges that require research and evaluation Provide centralized command and control for major incident management, ensuring teams focus first on restoring business services Review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes Develop knowledge business cycles and capabilities to assess the impact of technology events on the business and other support areas Reduce the impact of application and infrastructure failures on business delivery Engage various teams of trouble-shooters to assess system health and issues Present recommendations for resolving more complex situations Provide information to functional colleagues, internal partners and stakeholders Required Qualifications: 2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Bachelor's degree in Business Analytics, Information Technology, Statistics, Mathematics, Engineering, or related field. 3+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles. Experience supporting contact center, service desk, or IT operations environments. Experience creating forecasts, dashboards, and performance reports and presenting findings to leadership. Job Expectations: Develop short-term and mid-term workload forecasts using historical trends, business drivers, and operational data. Analyze call, chat, ticket, and request volumes to determine staffing and capacity requirements. Monitor workforce metrics including service levels, occupancy, shrinkage, productivity, and resource utilization. Identify staffing risks, capacity gaps, and operational constraints, providing actionable mitigation recommendations. Support workforce planning, scheduling, hiring, and resource allocation decisions through data-driven analysis. Create and maintain dashboards, scorecards, and reports using Excel, Power BI, SQL, Tableau, and ServiceNow. Track and analyze operational KPIs, forecast accuracy, and workforce performance metrics. Conduct trend analysis and root cause investigations to identify performance improvement opportunities. Validate data integrity and ensure consistency across workforce planning and reporting platforms. Generate executive summaries, operational reviews, and leadership presentations to support decision-making. Support scenario planning and capacity modeling for business growth, operational changes, and transformation initiatives. Partner with Operations, Service Delivery, Workforce Management, and Business stakeholders to communicate forecasts, assumptions, risks, and recommendations. Assist in continuous improvement initiatives focused on workforce optimization, operational efficiency, and customer experience. Leverage forecasting methodologies and workforce management best practices to improve forecast accuracy and staffing effectiveness. Support governance reviews, workforce planning discussions, and strategic operational initiatives through analytical insights. Posting End Date: 29 Oct 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 . 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.