Senior Lead Analytics Consultant- Contact Center Data Solutions

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About this role:

Wells Fargo is seeking a Senior Lead Analytics Consultant with deep expertise in Contact Center Data, Reporting, and Analytics to lead strategic initiatives and drive business value through data-driven insights. This role will serve as a key liaison between business stakeholders, technical teams, and internal partners, ensuring that telephony data solutions align with organizational goals and team capabilities.

In this role, you will:

• Project Leadership – Lead and manage telephony reporting engagements from inception to delivery, ensuring alignment with business objectives and timelines.

• Advanced Analytics Development – Analyze, develop, and deploy complex solutions including analytics, reports, and dashboards.

• Strategic Advisory – Serve as a trusted advisor to business leaders, offering strategic guidance on using telephony data to enhance customer experience and operational efficiency.

• Team Resource Management – Maintain a comprehensive understanding of team capabilities, capacity, and development needs to ensure optimal resource utilization and project success.

• Reporting Framework Design – Design and implement robust reporting frameworks that support real-time and historical analysis of call center performance, agent productivity, and customer interactions.

• Cross-Functional Collaboration – Partner with IT, data engineering, and other teams to ensure seamless integration of telephony data into enterprise data platforms.

• Documentation & Standards – Develop and maintain data dictionaries, reporting standards, and documentation to ensure consistency and transparency across reporting solutions.

• Requirements Gathering – Lead requirements workshops, stakeholder interviews, and user acceptance testing (UAT) to ensure solutions meet business needs.

• Performance Optimization – Monitor and optimize reporting performance and data quality, proactively identifying and resolving issues.

• Industry Awareness – Stay current on industry trends, emerging technologies, and best practices in telephony and contact center analytics.

• Change Management & Training – Support change management and training efforts to ensure end users understand and adopt new reporting tools and insights.

Required Qualifications:

• 7+ years of Analytics, Reporting, Financial Modeling or Statistics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Cloud Contact Center Expertise – Experience with cloud-based contact center platforms such as Genesys Cloud.  

• Telephony & CX Knowledge – Strong understanding of telephony systems, workforce optimization tools, call center operations, and customer experience metrics.

• Data & Visualization Skills – Proficiency in SQL, data modeling, and visualization tools like Power BI and Tableau.

• Workforce Tools Familiarity – Experience with workforce management and quality monitoring tools.

• Agile Methodology Proficiency – Knowledge of Agile practices and tools such as Jira and Confluence.

• Relevant Certifications – Certifications in applicable platforms or technologies.

• Analytical & Communication Strengths – Excellent analytical, problem-solving, and communication skills.

• Project Leadership Experience – Proven ability to lead cr