3 days old

Leader of Contact Center Call Management and Handling Platform

Phoenix, AZ 85003
  • Job Code
    5546207-1
Job Description

Wells Fargo Technology
Technology at Wells Fargo is at the heart of what enables us to satisfy our customers financial needs and help them succeed financially. The Wells Fargo Technology (WFT) team leads technology for one of the highest market cap financial services institutions in the world, helping 76.6 million customers conduct an average of 95 million transactions each day, helping more end-customers every day both in the United States and across the globe than any other division in our company.

WFT team helps customers directly every time they do business with the company, delivering a true One Wells Fargo experience and ensuring their security, regardless of channel. WFT also helps customers by remaining trusted partners working with all lines of business to develop and deliver value-added products and services. To do this, WFT draws on the talents and motivation of thousands of technology team members across the enterprise. Altogether, WFT manages worldwide technology for more than 8,700 stores and 12,500 ATMs larger than Starbucks and The Gap combined.

WFT is one of the countrys largest and most innovative information technology groups. WFTs more than 20,000 talented team members keep Wells Fargo at the forefront of Americas diversified financial services companies. The technology team members set IT strategy, deliver systems software design and development, and provide Wells Fargo global customers round-the-clock banking access through in-store, online, ATM, mobile device, and telephone transactions. They serve customers directly through systems availability and security, as well as indirectly, through internal business partners who deliver a wide range of financial products and services.

One subgroup of WFT is Consumer and Small Business Banking Technology (CSBBT), a customer-focused organization that delivers the next generation digital offerings; enables innovation to develop new customer experiences and products; and enhances digital channels, branches, contact centers, and ATM technologies.

CSBBT is made up of the following technology groups, that support the product and services lines of business aligned to their technology platforms:

Consumer Banking and Services Technology Enterprise Contact Technology Deposits, Operations, and Debit Card Technology Consumer Digital Technology

Overview

As Wells Fargo and its Contact Center transforms itself the supporting technology groups must evolve to enable that transformation. Wells Fargo manages over 1 Billion Phone Calls a year with over 35,000 agents.

The customer experience is a fast changing set of customer journeys across our platforms. This specific area will be focused on all aspects (end-to-end) of Call Routing, Handling and Dialing. This is a niche area with a very fast changing technology landscape and customer expectations in this space defines our brand story and our customer affinity.

As the leader of the Contact Center Call management and Handling Platform, this leader will be accountable for delighting our customers by building key components of the end-to-end customer call management, routing and handling experience. This leader will have end-to-end ownership of the IVR (Interactive Voice Response) platform including IVR strategy, Vendor Selection, Vendor Management, IVR Build and deployment. This leader will also own all components of the Smart Routing platform leveraging AI in the future, and the dialer platforms. This team will build, maintain and deploy this experience in partnership with Contact Center Operations, Product teams and design teams.

Increasing containment rates, improving customer experience and reducing transfer rates are key desired outcomes from this role.

Position Responsibilities and Expected Outcomes

Drive queue efficiency and the implementation of future AI based call routing platforms leveraging CLOUD based providers, while building and maintain existing IVR, Routing and Dialing platforms. Manage and develop key customer service experiences through the development of efficient interactive voice response, call routing and dialing. Identify and build capabilities for the Consumer Bank, Wholesale Bank, Wealth and Investment Management and Consumer Lending. Work with cross functional contact center leadership Product, Innovation, PMO, Customer relationship and management peers, and architects across the Wells Fargo Technology to evolve the digital customer service experience. Identify, Develop and groom talent with direct and indirect reporting teams.

When successful, this leader has the ability to drive a significant portion of the efficiency with call queue handling for our customers by
1.Increasing containment rates (customers get what they need from interactive voice)
2.Improving customer experience and
3.Reducing call transfer rates, i.e. get routes to right agent.

Location:Charlotte, NC; Phoenix, AZ; New York, NY

Required Qualifications

12+ years of technology infrastructure experience7+ years of management experience in technology

Desired Qualifications

Experience managing multiple or large technology infrastructure components

Other Desired Qualifications

9+ years of executive leadership experience managing a complex technology organization of large scale, including senior managers, managers, individual contributors and vendor resources across multiple global locations 12-15+ years experience leading large teams. Experience coaching and mentoring managers, and individual team members Deploy automation and cognitive and science-based techniques to manage data, predict scenarios and prescribe actions Drive operational efficiency by leveraging As-a-Service offerings (CLOUD providers) for continuous insights and improvements Experience managing vendor relationship and aligning vendor and internal roadmaps Broad understanding of application and infrastructure architecture domains Proven track record influencing large technology transformations Experience working with APIs and application integration experience leveraging Messaging, SOAP, Web-services etc. Experience in working in a DevOps / DevSecOps agile environment Experience forming and driving Agile adoption Ideal Technology Qualifications 6+ years of relevant work experience 5+ years of experience leading and managing project teams API development experience Advanced skills in Java/C++, R, Python, etc Strong knowledge of call routing and handling capabilities, including CTI (Computer Telephony Interface) from vendors such as Nuance, Genesys, Avaya and other providers. In depth technical knowledge or one or more programming languages such as Java, Angular, JQuery, HTML, JavaScript, Node JS, React JS, or others Solid understanding of modern Web and Mobile development and delivery strategies preferred Scaled Agile Framework (SAFe) experience a plus Demonstrated ability to create and communicate vision and strategy Demonstrated ability to build relationships and partnerships across a diverse set of IT Leaders and business partners Experience managing all application development efforts within a medium size line of business Prior significant experience leading complex technology initiatives in a large and dynamic segment of financial services Demonstrated vendor negotiation and partnership skills along with experience working with technology offshore vendor relationships Demonstrated prior experiences in effective engagement with senior executives and external regulators Ability to effectively drive and lead change in an organization with Wells Fargos size, scale and complexity Demonstrated experience in building, leading, developing and retaining a high performing team of leaders, strong technical experts and high performing professionals in a cultural environment that achieves results through team member engagement and satisfaction Demonstrated ability to manage a large portfolio of technology efforts across several major lines of business and effectively partner/influence at the senior executive level Strong knowledge and understanding of the financial, operational, technical and regulatory drivers impacting a complex and dynamic global technology environment Ability to manage the complex and diverse applications portfolio Proven experience as a highly effective leader with credibility from demonstrating strong business and technology acumen Highly effective decision-making/critical thinking/problem solving skills with a collaborative and results oriented leadership style Develop technology strategy, operating model & roadmaps with clear objectives and aligned with business, enterprise and technology strategies Broad experience across multiple areas of technology including one or more of architecture, infrastructure and application development with strong understanding of leading edge as well as legacy and distributed technologies to effectively Demonstrated ability to consult with key business partners and translate complex, technical concepts so that they are clearly understood along with the ability to effectively partner and influence at the senior executive level Demonstrated experience motivating and influencing groups or individuals across organizational boundaries to gain trust and confidence to make timely decisions Proven experience in establishing a vision, developing the strategy to support the vision, gaining consensus across key functional leadership through effective communication, and driving action towards the vision through the effective management of goals and objectives Excellent communication (oral and written) with ability to communicate at multiple levels ranging from technologists to senior managers and executive leadership Strong commitment to diversity and inclusionDisclaimer

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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Posted: 2020-05-22 Expires: 2020-06-21

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Leader of Contact Center Call Management and Handling Platform

Wells Fargo
Phoenix, AZ 85003

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