Contact Center Planning Administrator Workforce Management Real Time Analyst

About This Role

Wells Fargo is seeking a Contact Center Planning Administrator. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

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
  
  

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

• Must be amenable to working in shifting schedules, including graveyard shifts, weekends, and holidays.
• Must be amenable to onsite work; office is located in McKinley, Taguig City.
• Ability to work additional hours as needed.