Senior Workforce Optimization Consultant

Wells Fargo Bank•Charlotte, NC

1d•Onsite

About The Position

About this role: Wells Fargo is seeking a Senior Business Execution Consultant to join our Workforce Optimization (WFO) team. This role will be responsible for partnering across our product space and collaborating with product teams to act as a consultant, assisting in the implementation of solutions that meet the needs of our internal product customers. The ideal candidate will bring deep expertise in workforce optimization, solution design, and configuration, and will play a key role in delivering impactful solutions that drive operational excellence and customer satisfaction. Learn more about the career areas and lines of business at wellsfargojobs.com . In this role, you will: · Serve as a consultant to stakeholders and product teams, understanding business needs and recommending effective WFO solutions. · Lead and support solution design, configuration, and administration activities across multiple product areas. · Collaborate with product owners and technical teams to implement and optimize workforce optimization solutions. · Participate in the testing and validation of new configurations and enhancements to ensure solutions meet business requirements. · Provide guidance and best practices on WFO tools, platforms, and processes to drive efficiency and effectiveness. · Support the rollout of new features and capabilities, including user training and change management. · Act as a subject matter expert for workforce optimization, providing consultation and support throughout the solution lifecycle. · Ensure stakeholders are informed and provide regular communications on completed and upcoming deliverables. · Ensure process and procedure documentation is updated and utilized consistently.

Requirements

4+ 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
4+ years of experience in Workforce Optimization, Workforce Management, Quality, Performance Management, Risk and Control, or operational consulting roles.

Nice To Haves

Experience with workforce management or workforce engagement tools such as Alvaria and Verint
Strong background in solution design, configuration, and administration of WFO platforms.
Experience supporting the implementation and optimization of workforce solutions.
Proficiency in WFO tools and platforms (e.g., SharePoint, Confluence, or similar).
Excellent organizational, analytical, and communication skills.
Strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
Demonstrated experience with contact centers and contact center quality programs.
Experience in financial services or regulated industries preferred.

Responsibilities

Serve as a consultant to stakeholders and product teams, understanding business needs and recommending effective WFO solutions.
Lead and support solution design, configuration, and administration activities across multiple product areas.
Collaborate with product owners and technical teams to implement and optimize workforce optimization solutions.
Participate in the testing and validation of new configurations and enhancements to ensure solutions meet business requirements.
Provide guidance and best practices on WFO tools, platforms, and processes to drive efficiency and effectiveness.
Support the rollout of new features and capabilities, including user training and change management.
Act as a subject matter expert for workforce optimization, providing consultation and support throughout the solution lifecycle.
Ensure stakeholders are informed and provide regular communications on completed and upcoming deliverables.
Ensure process and procedure documentation is updated and utilized consistently.

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