Wells Fargo Contact Center Planning Analyst 

Philippines, Maypajo 

119654506

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, US:

• 2+ years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Required Qualifications, International:

• Experience in Contact Center Planning, Operations, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Forecasting background is a plus but not required.

Job Expectations:

• Preparing reports, capacity planning, forecasting, real time management.
• Willing to work 100% onsite.
• Willing to work during the graveyard shift during the intervals of 8pm-11am MNL time.
• Willing to work on weekends

29 Apr 2024