About this role:

Wells Fargo is seeking a Contact Center Planning Analyst.

In this role, you will:

• Determine staffing targets, call volume trends and forecast changes based on 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
• Provide guidance through 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 function, policies, procedures, and compliance requirements

Required Qualifications:

• Experience in Contact Center Planning, Operations, or equivalent demonstrated through one or a combination of the following: work experience, training, education

Desired Qualifications:

• Experience working with workforce management software/tools- Alvaria WFM, NICE/Verint preferred. Especially for updating and refining forecasting inputs on an ongoing basis.
• Ability to follow policies, procedures, and regulations
• Ability to work effectively, as well as independently, in a team environment
• Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
• Ability to exercise independent judgment to identify and resolve problems
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to work effectively in structured but flexible, adaptable, and changing, contact center environment
• Ability to present information, findings, and training to groups of various size including senior management teams
• Knowledge and understanding of workforce management software packages including Alvaria WFM/ NICE/Verint WFM
• Amenable to 100% onsite reporting in Five Neo Bldg 31st Street BGC Taguig City
• Amenable to permanent night shift schedule and follows US holiday

Job Expectations:

• Contact Center Planning: Covers jobs which perform analysis to determine staffing targets, call volume trends and develop long-term strategies for contact centers.
• This Contact Center Planning Analyst to build and manage scheduling for the teams to support meeting SLAs on a daily basis. This planning analyst role is critical role to ensure the intraday staffing is in alignment with call volumes to ensure consistent Service Level delivery for the Brokerage Operations team.
• Some of the key responsibilities include:
  The Planning Analyst will own the End to End of scheduling process across multiple business lines within Brokerage Operations. He/she is responsible for owning, making recommendations, and executing tactical levers to optimize staffing to meet monthly Service Level goals.
  Leading the efforts in proactively planning for PTO bids, Bi-Annual Shift Bids, Monthly Mini Bids based on business needs, Holiday and special day staffing as well as making recommendations on to business partners to meet business SLA goals.
  Responsible for optimizing schedules, implementing Resource Planning framework policies and procedures across Brokerage Operations and the execution of Bi-Weekly Resource Performance Planning meeting for the Line of Business teams
  Administer and schedule off phone time for front line reps, schedule trainings, meetings, coaching and other off phone activities ensuring business service levels are met.
  Optimize breaks, lunches and off phone times on a weekly basis and lead Bi-weekly Resource Performance meetings with Line of Business managers and leadership team
  Ensuring team coverage and proactive outreach to business teams in the event of forecasted SLA challenges and provide recommendations for cancelling/moving off phone activities to maximize on phone staffing to meet daily business SLA goals.

Posting End Date:

*Job posting may come down early due to volume of applicants.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

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

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.