Call Ctr Planning Specialist

Job Description: Specifically, this position will provide forecasting and scheduling for multiple large cross-functional call centers (Inbound Marketing, Outbound Marketing, CMC). Monitor PTO requests and approve/deny requests based on business need. Forecasts daily call volume off of each skill entering going into call center; adjust schedule of breaks/lunches/meetings to account for unscheduled PTO impact on forecasted service level. Provide reporting regarding adherence to schedule to managers/supervisors. Schedule weekly one-on-one for managers/supervisors and team meetings based on forecasting model. Manage skill level of reps and make recommendations to managers for process enhancements to improve sales.Monitors daily attendance and makes adjustments to staffing levels and schedules as needed. Performs adjustments, maintains daily logs and monitors phone agent adherence to schedule. Tracks PTO requests. Schedules off-phone events through supervisory discussions and volume analysis. Creates capacity planning reports. Updates team member profiles in scheduling system. May monitor real-time service indicators for call center. Completes projects as requested. Minimum Qualifications: 1-2 years experience on customer service floor or relatedexperienceDemonstrated computer skills and reporting skills (excel); strong analytical skills to analyze historical data and make decisions based on that data Preferred Skills: Prior experience with scheduling software (Blue Pumpkin preferred)Strong communication skills; ability to coordinate multiple call centers and operational groups How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANT_NW/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_HM_PRE&Action=A&SiteID=1&Opening=3217571 We do not acknowledge the Online Application.WELLS FARGO IS AN AFFIRMATIVE ACTION AND EQUAL OPPORTUNITY EMPLOYER M/F/D/V. Email this job |