Dialer Strategy Administrator - Senior Business Execution Administrator

Wells Fargo & Company•Irving, TX

2d•$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

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

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.

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