Job Description:

PLANNING ANALYST

The Planning Analyst is part of the Forecasting & Planning team in the centralized Operations organization supporting Brokerage and Wealth. The Analyst primarily focus is to ensure that there are enough skilled resources to meet customer demand on a 15-minute basis for all site and channels from a long-term planning perspective. Will track attrition and flow through and understand trends. The Analyst will demonstrate technical competence for the solution systems, credibility, effective communication and can work independently and as part of a virtual Operations team.

• Create optimized schedules for new hires and current representatives and staffing strategies by utilizing real-time data that support a multi-site, multi-channel, and multi-skilled contact center environment by taking into account arrival pattern trends, holidays/seasonality/ business impacts, shift recommendations, channel requirements, off-line activities, etc.

• Provide analysis of key metrics and trends, including but not limited to volume, availability, service levels, productivity, etc. and recommend steps to improve the efficiency and effectiveness of Support

• Assist in scenario building to drive the business forward

• Articulate the present state of the business to key stakeholders and influence short-term changes to improve the outcomes

• Create relationships with key stakeholders to work effectively to problem solve and develop solutions to staffing challenges

The Expertise and Skills You Bring

• 3+ years Contact Center experience

• College degree or equivalent business experience

• In-depth knowledge of appropriate Genesys software and ability to learn and utilize other Contact Center applications

• Knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc

• Intermediate to advanced knowledge of workforce and contact center systems and processes

• Ability to make recommendations based upon analysis, data and input from peers and management

• Advanced Office software (Excel, PowerPoint, Word)

• Decision making based on impact analysis

• Strong analytical and problem-solving skills

• Strong verbal and written communication skills

• Strong collaboration and relationship building skills

• Strong attention to detail

The Team

Within our Brokerage and Wealth Operations team at Fidelity are passionate about putting the customer first, respect, integrity, honesty, innovation, and improvement as well as competitiveness are values shared across the organization. These simple but powerful values set us apart from our competition.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.

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