Contact Center Planning Analyst null

About Wells Fargo

Wells Fargo is a diversified financial service holding company that offers retail and wholesale banking, and wealth management services to individuals, businesses, high-net-worth individuals, and institutions, through its subsidiaries.

Your role

• Determine staffing targets, call volume trends, and forecast changes based on the 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
• Guide 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 the function, policies, procedures, and compliance requirements

Training & development 

Wells Fargo goes beyond standard skill development, prioritizing continuous learning. Their diverse training programs encompass personal and financial growth, fostering an environment for mentorship, diverse career exploration, and recognition initiatives—an encompassing strategy for career advancement.

Benefits

Wells Fargo's benefits may include:

• Health plans
• Well-being
• Paid time off
• Discounts & savings
• Commuter benefits
• Parental and critical caregiving leaves
• Commuter Benefits
• Adoption Reimbursement
• Education Benefits

Career progression

Wells Fargo stands out as an ideal option for students and recent graduates, providing abundant opportunities for both career and personal growth. The ever-evolving landscape of the banking sector, particularly in technology and digitalization, creates a plethora of roles for learning and development. In diverse environments equipped with various technologies, Wells Fargo empowers individuals to shape their futures, enabling meaningful contributions and positive influence in the industry.

Work-life balance

At Wells Fargo, cultivating a harmonious work-life balance is ingrained in the company culture. Acknowledging the vital link between employee well-being and peak productivity, Wells Fargo offers flexible schedules, remote work possibilities, and wellness programs. This empowers the workforce to seamlessly blend professional and personal endeavors, creating a nurturing and fulfilling environment.

Company culture 

Wells Fargo embraces a core set of principles, known as the company's "expectations," shaping its culture universally across all employees, levels, and roles. These principles govern behavior, collaboration, and decision-making, serving as the linchpin for their success both as individuals and as a business.

About you

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:

• Forecasting background is a plus but not required.

Job Expectations:

• Preparing reports, capacity planning, forecasting, and real-time management.
• Willing to work 100% onsite.
• Amenable to work on graveyard shift during the intervals of 8 pm - 7 am MNL time.
• Amenable to working during the weekends

How to apply

To apply for this position, please click the "Apply on employer site" button on this page.

Source/s:

• wellsfargo.com
• youtube.com