Wells Fargo Contact Center Planning Administrator 

Philippines, Maypajo 

53724144

In this role, you will:

• Monitor daily attendance and make adjustments to staffing levels and schedules as needed
• Execute on business strategies via real-time management
• Track Paid Time Off requests
• Maintain daily logs and monitor phone agent adherence to schedules
• Identify and recommend opportunities for process improvement and risk control development
• Schedule off phone time through manager discussions and volume research
• Create capacity planning reports
• 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:

• 2+ years of Contact Center Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Must have at least 2 years in College (no back subject) or its equivalent
• 2 years of experience as a Scheduler in a BPO or captive center.
• Exposure in handling at onshore sites.
• Experience in using Verint and Aceyus.
• Hands-on experience with scheduling / tracking / monitoring / reporting by utilizing various WFM applications

Job Expectations:

• 100% on-site work
• Willing to work on weekends
• Willing to work in Mckinley

Wells Fargo Recruitment and Hiring Requirements:

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