Dialer Strategy Administrator - Senior Business Execution Administrator

Wells Fargo Bank•Irving, TX

1d•$25 - $42•Hybrid

About The Position

Wells Fargo is seeking a Dialer Strategy Administrator (Senior Business Execution Administrator) for the Unsecured Lending and Auto groups. About this role: Wells Fargo is seeking a Dialer Strategy Administrator (Senior Business Execution Administrator) for the Unsecured Lending and Auto groups. In this role you will be: Monitoring the inbound and outbound dialer during dialer operation. Designing and programming dialer strategies to ensure call center agents are targeted to the right campaigns. Analyzing dialer data and existing query logic to ensure the dialer is running optimally. Working with Workforce Management teams to ensure agent schedules match demand. Consulting 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. This role supports closing shift hours between Home Lending and Auto. ULO hours 1-10pm Mon-Fri. Auto, Tues-Thurs, 12-10 CST, Fri, 11-9CST, Sat 130-530pm CT In this role, you will: Support the operations of a specific business line Administer programs, projects, or processes specific to the business Manage requests for community relations events, sponsorships, company funding, volunteer activities, and special programs Perform business operations that are administrative in nature Facilitate efficiency, quality, cost effectiveness of solutions, and escalate concerns related to the assigned operation 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 A successful candidate will demonstrate: Strong technical skills including SQL, SAS (or similar query languages) previous experience with dialer strategy development within Aspect and or Avaya Dialers (or similar technologies). Demonstrate the ability to execute on complex projects, balancing short-term and long- term priorities Previous Experience with Contact Center Platforms such as Five9, Acqueon, Avaya, Genesys Supports solution delivery by completing routine tasks, with guidance Independently adapts communications for a variety of cross-functional / cross- geographic audiences 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

Requirements

4+ years of Administrative Support, Contact Centers, Business Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Strong technical skills including SQL, SAS (or similar query languages) previous experience with dialer strategy development within Aspect and or Avaya Dialers (or similar technologies).
Demonstrate the ability to execute on complex projects, balancing short-term and long- term priorities
Previous Experience with Contact Center Platforms such as Five9, Acqueon, Avaya, Genesys
Supports solution delivery by completing routine tasks, with guidance
Independently adapts communications for a variety of cross-functional / cross- geographic audiences
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

Nice To Haves

Experience with dialer technologies such as Aspect or Avaya.
Advanced Microsoft Office (Word, Excel, Outlook)
Advance analytical abilities to analyze data and recommend go forward actions.
Experience executing initiatives.
Experience testing dialer strategies and technologies.
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.
Must be able to work a hybrid schedule at one of the locations listed
Position is not eligible for visa sponsorship

Responsibilities

Monitoring the inbound and outbound dialer during dialer operation.
Designing and programming dialer strategies to ensure call center agents are targeted to the right campaigns.
Analyzing dialer data and existing query logic to ensure the dialer is running optimally.
Working with Workforce Management teams to ensure agent schedules match demand.
Consulting 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.
Support the operations of a specific business line
Administer programs, projects, or processes specific to the business
Manage requests for community relations events, sponsorships, company funding, volunteer activities, and special programs
Perform business operations that are administrative in nature
Facilitate efficiency, quality, cost effectiveness of solutions, and escalate concerns related to the assigned operation
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