Open to opportunities

John Rei Bandula

@johnreibandula

Message

I build workforce plans that optimize contact center staffing, scheduling, and real-time performance.

Philippines

Message

What I'm looking for

I'm looking for a workforce management or contact center planning role where I can improve forecasting, staffing coverage, scheduling, real-time performance, and data-driven operational decision-making.

At Wells Fargo, I manage workforce forecasting and scheduling for Military Banking and Small Business Service phone queues supporting 200+ FTEs. I balance projected contact volumes, employee availability, and operational requirements to maintain staffing coverage and performance targets.

I monitor real-time adherence across 10+ contact center queues, identify intraday staffing risks, and recommend actions to leaders. I also maintain service and non-production reports, analyze staffing trends, process leave and off-phone requests, and support site-wide shift bids that improve service level, abandon rate, and occupancy.

Before Wells Fargo, I supported health insurance members at Cognizant, delivered iOS technical support at Concentrix, and provided Amazon customer service at TTEC. I bring more than nine years in customer operations, strong KPI discipline, and hands-on experience with EWFM, Verint, forecasting, scheduling, and staffing analysis.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Planning Analyst, AVP

Current

Wells Fargo

Jan 2021 - Present (5 years 7 months)

Managed long-term workforce forecasting and scheduling for Military Banking and Small Business Service phone queues supporting 200+ FTEs. Analyzed staffing levels, processed leave requests, executed shift bids, and monitored real-time adherence across 10+ queues.

Workforce Management Forecasting Scheduling Staffing Analysis Data Analysis Abandon Rate AHT