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:

• 1+ year of Contact Center Planning support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 1+ years of financial services experience, call center experience, or a combination of both experience
• 1+ years experience with Workforce Management tools such Verint/Avaya or Alvaria/Aspect
• 1+ years advanced Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
• Highly organized and detail-oriented, with the proven ability to handle multiple tasks simultaneously, and prioritize effectively
• Advanced experience with Microsoft Teams use of collaboration tools
• Strong attention to detail and accuracy skills
• Ability to meet multiple deadlines and work in fast-paced environment
• Ability to work independently
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important   
• Comfortable managing multiple projects or initiatives simultaneously

Job Expectations:

• This role requires rotational shifts and week offs. There will be requirements of working on weekends.

Posting End Date: 

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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 units risk appetite and all risk and compliance program requirements.

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.

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.