In this role, you will:
- Monitor daily attendance and make adjustments to staffing levels and schedules as needed
- 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:
- 2+ years of experience in workforce management.
- 2+ years completion in college.
Job Expectations:
- Must be amenable to work in McKinley, Taguig City.
- Must be amenable to work on night shifts.
- Must be flexible with weekends shift schedules.
29 Sep 2024
Wells Fargo Recruitment and Hiring Requirements:
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.