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Contact Center Planning Administrator

  • Operations
  • Full time
  • R-274788

About this role:

Wells Fargo is seeking a Contact Center Planning Administrator...

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, International:

  • 2 + years Experience in Contact Center Planning, or equivalent demonstrated through real-time hands-on experience in workforce management tools and applications

Desired Qualifications:

  • Hands-on experience with scheduling / tracking / monitoring / reporting by utilizing various WFM applications

Job Expectations:

  • 100% work in the office
  • rest days may not fall on weekend.
  • non-voice function

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, age, 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.

Drug and Alcohol Policy


Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

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