Call Ctr Planning Analyst 2
Wells Fargo
Makati, PH
6h ago
source : jobs4it

MakatiWells Fargo & Company (NYSE : WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries.

Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy.

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best.

Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience.

We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo.

It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website.Market Job DescriptionAbout Enterprise Global ServicesEnterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA.

by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services.

EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.

About the DepartmentThe Business Services team across locations provides processing and voice support and to enable a follow-

the-sun delivery model for Wells Fargo that would help us service our customers faster. Business Services teams perform bank operation processes across divisions of WF Home Lending, Wholesale Ops, Wealth & Investment Management (WIM), PVSI Fraud and Claims Management, PVSI & Community banking.

About the RoleProvides summary reporting and data analysis for Call Center volumes and productivity to maximize staffing and meet service level commitments.

ResponsibilitiesDevelops site / regional schedule recommendations based on forecasting and other analysis performed.May negotiate and redesign schedules in the workforce management system to meet division performance and productivity requirements.

Works directly with lead and site management teams.May coordinate medium scope projects or parts of an enterprise-wide project.

Performs additional duties including : writing data queries, performing data mining, facilitating project work, staffing and call volume modeling.

Performs complex data analysis to determine staffing targets, call volume trends and develop long-term strategiesPresents recommendations for long-

range staffing and volume forecasting changes based on capacity modeling Administers Call Center Workforce Management softwarePerforms updates to scheduling database through basic programmingCompiles and mines data from a variety of business sourcesFacilitates project work, and may lead moderate scope projects or parts of an enterprise-

wide projectMay perform limited schedule changes or adjustments and negotiate off-phone activities and training schedulesProvides guidance to less experienced specialists and analysts through mentoring, training and skill-

  • building program developmentConsidered the technical expert on the team and will coordinate system implementations for Workforce Planning softwareMarket Skills and CertificationsEssential Qualifications Completed at least 2nd year College (Bachelor's degree) or finished 2 to 3 year Associate Degree course1+ year of customer service experienceAmenable to work shifting schedulesWilling to work in McKinley Hill, Taguig CityDesired Qualifications3+ years of call center planning and analysis experience;
  • 1+ year of statistical modeling experienceRelevant Work Experience - 3+ years of call center planning and analysis experience;
  • 1+ year of statistical modeling experienceKnowledge and understanding of operations support areas such as scheduling, staffing, planning, and administrationReport generation experienceIntermediate Microsoft Office (Word, Excel and Outlook) skillsStrong attention to detail and accuracy skillsExcellent verbal, written and interpersonal communication skillsEffective Organizational, multi-

  • tasking and prioritizing skillsAbility to work independently, proactively, innovatively and creatively while exercising sound judgementPreferably with workforce / staffing and scheduling work backgroundWe Value DiversityAt Wells Fargo, we believe in diversity and inclusion in the workplace;
  • accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law.

  • We comply with all applicable laws in every jurisdiction in which we operate.RegionAPACMarket Skills and CertificationsEssential Qualifications Completed at least 2nd year College (Bachelor's degree) or finished 2 to 3 year Associate Degree course1+ year of customer service experienceAmenable to work shifting schedulesWilling to work in McKinley Hill, Taguig CityDesired Qualifications3+ years of call center planning and analysis experience;
  • 1+ year of statistical modeling experienceRelevant Work Experience - 3+ years of call center planning and analysis experience;
  • 1+ year of statistical modeling experienceKnowledge and understanding of operations support areas such as scheduling, staffing, planning, and administrationReport generation experienceIntermediate Microsoft Office (Word, Excel and Outlook) skillsStrong attention to detail and accuracy skillsExcellent verbal, written and interpersonal communication skillsEffective Organizational, multi-

  • tasking and prioritizing skillsAbility to work independently, proactively, innovatively and creatively while exercising sound judgementPreferably with workforce / staffing and scheduling work backgroundWe Value DiversityAt Wells Fargo, we believe in diversity and inclusion in the workplace;
  • accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law.

    We comply with all applicable laws in every jurisdiction in which we operate.RegionAPAC

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