Senior Workforce Optimization Consultant

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.

Required Qualifications:

• 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.

Desired Qualifications:

• 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.

 

Job Expectations:

·       Ability to work on-site

·       This position is not eligible for Visa sponsorship.

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Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

$87,000.00 - $154,000.00

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insuran