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Contact Center Planning Administrator

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity, and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. 

Wells Fargo Enterprise Customer Excellence is seeking a Contact Center Planning Analyst to support workforce management forecasting and scheduling activities. 

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:

  • 1 year working knowledge in workforce management, workforce scheduling, workforce operations, business analytics, forecasting system/tools and/or predictive modeling required

  • Experience satisfying company objectives by providing superior analysis and scheduling to ensure an efficient and effective operation

  • Advance working knowledge using Excel: Advanced Microsoft Office skills

  • Ability to work independently to troubleshoot issues

  • Experience reviewing and processing schedule change requests from stakeholders or operations teams

  • Knowledge and understanding of operations support areas such as scheduling, staffing, planning, and administration

  • Strong analytical skills with high attention to detail and accuracy

  • Excellent verbal, written, and interpersonal communication skills

  • Effective organizational, multi-tasking, and prioritizing skills

  • Ability to work in a fast-paced deadline driven environment

  • Ability to interact with all levels of an organization

  • Ability to work independently, proactively, innovatively, and creatively while exercising sound judgment

  • Contact center experience

  • Knowledge of Workforce Management systems like Aspect WFM, Verint etc.

Job Expectations:

  • Position will require onsite presence in a hybrid arrangement - the position is not 100% remote.

Pay Range: 20.29 - 30.48 USD Hourly

Required location(s) listed above. Relocation assistance is not available for this position.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.


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