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Contact Center Transformation Workforce Optimization Lead Business Execution Consultant
Wells Fargo Des Moines, IA
$91k-122k (estimate)
Full Time | Banking 4 Months Ago
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Wells Fargo is Hiring a Contact Center Transformation Workforce Optimization Lead Business Execution Consultant Near Des Moines, IA

About this role:
The Planning and Transformation team within Consumer Operations is seeking a talented and motivated candidate to work in product management in the Workforce Optimization product as part of the Contact Center Transformation Program. The Contact Center Transformation program is a multi- year initiative spanning across the enterprise including, CSSBO, Credit Card and Merchant Services (CMS) Wealth and Investment Management (WIM), Auto and Home Lending and other enterprise functions. The focus is on modernizing our technology infrastructure and enabling consistency to drive improvements in customer experience and operational effectiveness. Learn more about the career areas and lines of business at wellsfargojobs.com .
In this role, you will:
  • Lead cross functional teams to strategize, plan, and execute a variety of programs, services and initiatives
  • Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate
  • Review strategic approaches and effectiveness of support function and business performance
  • Perform assessments through fact finding and data requiring creative approaches to solving complex issues, and develop appropriate solutions or recommendations
  • Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans
  • Collaborate and consult with members of the Business Execution team and team leaders to drive strategic initiatives
  • Influence, guide and lead less experienced Strategy and Execution staff within the group
Required Qualifications:
  • 5 years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
  • Experience with contact center optimization tools or solutions
  • Experience with workforce management in a contact center environment
  • Experience in project management with multiple distributed stakeholders
  • Experience capturing business requirements
  • Experience with technology integrations involving multiple lines of business and multiple internal stakeholders
  • Experience with vendor management
  • Experience with various contact center solutions, preferably Verint, Alvaria, Five9, and Intradiem
  • Experience working on a Product Delivery or Scrum team
  • Experience with Agile practices and frameworks (e.g., Kanban, Scrum, etc.) and workflow and collaboration tools, such as Confluence, Jira and Jira Align
  • Experience with change management and technology migrations
  • Experience with user stories and user acceptance testing
Job Expectations:
  • Ability to work on-site at one of the posted work locations
Posting Locations:
  • Charlotte, NC
  • Minneapolis, MN
  • Des Moines, IA
  • Dallas, TX
  • San Antonio, TX
  • Phoenix, AZ
Posting End Date:
17 Jan 2024
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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 unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US: 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.
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.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Banking

SALARY

$91k-122k (estimate)

POST DATE

01/14/2024

EXPIRATION DATE

05/09/2024

WEBSITE

wellsfargo.com

HEADQUARTERS

LITCHFIELD, MN

SIZE

>50,000

FOUNDED

1852

TYPE

Public

CEO

SUSAN LEISHER

REVENUE

>$50B

INDUSTRY

Banking

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About Wells Fargo

Wells Fargo is a provider of personal and commercial financial services including banking, mortgage, investment, credit card and insurance.

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