Contact Center Planning Administrator, Wells Fargo

Contact Center Planning Administrator

Wells Fargo

Location:
Philippines, Taguig City

Category:
Call Center

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking a Contact Center Planning Administrator to be part of the CSBB Capacity Planning Team. This role involves monitoring daily attendance, executing business strategies via real-time management, tracking PTO requests, maintaining logs, and creating capacity planning reports.

Job Responsibility:

Monitor daily attendance and make adjustments to staffing levels and schedules as needed
Execute on business strategies via real-time management
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

Requirements:

2+ years of Contact Center Planning experience, or equivalent demonstrated through work experience, training, military experience, education
Must have at least 2 years in College (no back subject) or its equivalent
2 years of experience as a Scheduler in a BPO or captive center
Exposure in handling at onshore sites
Experience in using Verint and Aceyus
Hands-on experience with scheduling/tracking/monitoring/reporting by utilizing various WFM applications

Nice to have:

Exposure in handling at onshore sites
Experience in using Verint and Aceyus
Hands-on experience with scheduling/tracking/monitoring/reporting by utilizing various WFM applications

Additional Information:

Job Posted:
August 23, 2025

Expiration:
August 28, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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