Contact Center Planning Analyst - (Dialer Execution Administrator)

About this role:

Wells Fargo is seeking to fill 3 positions for a Dialer Execution Administrator (Contact Center Planning Analyst) for Home Lending and Auto Account Resolution within the Workforce Management and Dialer Configuration Operations team. This role will be responsible for monitoring the inbound and outbound dialer during dialer operation.  Design and program dialer strategies to ensure call center agents are targeted to the right campaigns.  Analyze dialer data and existing query logic to ensure the dialer is running optimally.  Work with Workforce Management teams to ensure agent schedules match demand.  Consult with Call Center managers to alert them of agent issues and migrating agents to support demand.  Research and resolve legal and compliance inquiries to ensure State and Federal law adherence.  Learn new dialer technologies and tools.  Programming dialer logic using SQL.  Working with technology teams to implement dialer initiatives and execute Business Continuation Tests.  Report and resolve production issues.

In this role, you will:

• Support Home Lending and Auto Account Resolution Workforce Management and Dialer Optimization and Strategy Team

• Manage inbound and outbound contact centers by utilizing Alvaria Advanced outreach, Unified Command and Control (UCC) and Genesys.

• Future state, manage Inbound and outbound contact centers utilizing Five9 and Acqueon (ACM)

• Provide subject matter knowledge and interpretation of procedures to key business partners

• Coordinate and monitor implementation and maintenance of processes, procedures, and policies

• Interact with immediate Strategy and Execution colleagues on operational initiatives

• Provide support for a variety of diverse support functions for multiple business groups or a specific line of business

Required Qualifications:

• 2+ years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

​Desired Qualifications:

• Strong technical skills including previous experience with dialer strategy development within Alvaria, Genesys, Nice, or Five9 Dialers (or similar dialer technologies).

• Advanced Microsoft Office (Word, Excel, Outlook)

• Advance analytical abilities to analyze data and recommend go forward actions.

• Experience executing initiatives, complex projects, balancing short-term and long- term priorities

• Experience testing dialer strategies and technologies.

• Experience with Contact Center Platforms such as Five9, Acqueon, Avaya, Genesys

• Highly organized and detail-oriented, with the proven ability to handle multiple tasks simultaneously, and prioritize effectively

• Experience with developing internal communications for agents and internal teams that includes a variety of cross-functional/geographic audiences.

• Supports solution delivery by completing routine tasks, with guidance

• Sources and develops basic summaries and narratives of relevant information, data and facts

• Monitors individual adherence to policies and procedures and escalates issues as needed

• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Job Expectations:

• This position offers a hybrid work schedule

• This position is not eligible for Visa sponsorship

• Travel up to 5%

• 10% shift Differential may apply

Work Schedules available will be:

1) Tuesday - Saturday that consist of working - Tuesday - Thursday 1 pm -10 pm CST, Friday 12pm - 9pm CST, and Saturday 9 am - 6 pm CST

2) Monday - Friday 1 pm - 10 pm CST with a Saturday rotation every 6-8 weeks.  Saturday 7:30 am -2:30 pm CST

3) Monday - Friday 11am - 8 pm CST with a Saturday rotation every 6-8 weeks.  Saturday 7:30 am - 2:30 pm CST

​Posting Location:

• 800 S Jordan Creek Parkway, WEST DES MOINES, IA

• 1525 W WT Harris Blvd, CHARLOTTE, NC

• 7711 Plantation Rd, ROANOKE, VA

• 4101 Wiseman Blvd, SAN ANTONIO, TX

• 2800 S. Price Rd. CHANDLER, AZ

Required locations for this position is listed above. Candidate must reside within a reasonable commute to the site location. Relocation assistance is not available for this position.

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 unit’s 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.