- Act as principle contact for Verint and Intradiem administrative functions.
- Partner with CCaaS vendor on configuration and administrative requirements and migration activity.
- Supporting product manager and product team in connecting the activities needed to bring the product from ideation to implementation.
- Partner with the product teams and transformation leadership to develop, lead and implement the communication and training strategies.
- Contribute insights and information regarding outside impacts to the product manager in preparation for product ceremonies.
- Supporting delivery coordinators and actively partnering with them to enable product areas within the product.
- Partners with other with other L2/L3 leads to distribute and organize work that may not primarily reside with us, but we are affected by it.
- Identifies and resolves sequencing and prioritization conflicts across products, partnering with the Product Architect.
- Engage customers and stakeholders to inform decision making throughout the product lifecycle to improve the product delivery.
- Removes impediments to achieve the customer and business outcomes for the product.
- Capturing and refining requirements / user stories, including business readiness stories, ensuring acceptance criteria is clearly understood by the team.
- Lead support functions or operations for multiple business groups and contribute to large scale strategic initiatives as part of the Contact Center Transformation team
- Ensure efficiency, quality, cost effectiveness of solutions, and pipeline management relating to assigned operations
- Research moderately complex business, operational, and strategic initiatives that require analytical skills, basic knowledge of organizational strategy and Business Execution, and understanding of international business
- Work independently to make recommendations for support function by providing support and leadership
- Assist in the planning and execution of a variety of programs and initiatives that may include risk mitigation, efficiency, and customer experience
- Collaborate and consult with team leaders in developing project plans, policies and procedures
- Provide leadership in management of relationships and implementation of programs, services, and initiatives with cross functional business partners
- 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
- Experience with contact center operations and cloud migration
- Experience with workforce management and integrations in a contact center environment
- Direct experience with Verint and/or Intradiem solutions.
- Experience with product management and Agile processes
- Experience with user stories and user acceptance testing
- Experience with Agile practices and frameworks (e.g., Kanban, Scrum, etc.) and workflow and collaboration tools, such as Confluence, Jira and Jira Align
- Experience in project management with multiple distributed stakeholders
- Experience capturing business requirements
- Ability to work on-site at one of the posted work locations
- Charlotte, North Carolina
- Minneapolis, Minnesota
- West Des Moines, Iowa
- Dallas, Texas
- San Antonio, Texas
- Chandler, Arizona
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Contact Center Transformation Workforce Optimization Administration Coordinator - West Des Moines, United States - WELLS FARGO BANK
Description
About this role:Wells Fargo is seeking a Contact Center Transformation Workforce Optimization Administration Coordinator (Senior Business Execution Consultant) within our Contact Center product teams.
Role is required to support ongoing product management functions across our new CCaaS environments. This role will support both the overall Workforce Optimization product management activities including, but not limited to, administration and configuration support of the Verint WEM solution and administrative tasks for Intradiem in multiple business lines. Additionally, role will support the compiling and preparing of requirements documentation, supporting general migration activity, generating use cases and user stories to support design and testing work, documenting and analyzing current state processes and providing ongoing support for enhancement initiatives as prioritized by leadership.
Learn more about the career areas and lines of business at .
In this role, you will:
29 May 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.
