Dialer Execution Administrator - Contact Center Planning Analyst

Wells Fargo•San Antonio, TX

2d•Hybrid

About The Position

Wells Fargo is seeking 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

Requirements

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

Nice To Haves

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.

Responsibilities

Monitor 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.
Program dialer logic using SQL.
Work with technology teams to implement dialer initiatives and execute Business Continuation Tests.
Report and resolve production issues.
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.
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.