Wells Fargo
BusinessExecutionSeniorManagerWorkforceOptimizationProductManagement
“Business Execution Senior Manager - Workforce Optimization Product Management at Wells Fargo. Skills: Workforce optimization, Product management, Contact center operations. Lead and develop a team. Ensure delivery against roadmap priorities”
What You'll Achieve.
Improve agent performance; Improve contact center efficiency; Ensure stability; Ensure adoption; Deliver integrated outcomes; Increase delivery predictability; Increase transparency; Increase value realization; Support product delivery; Support operational readiness; Support ongoing optimization
Industry & Context.
Analytical skills; Problem-solving skills; Data-driven decisions
On-site, Visa sponsorship not available, Relocation assistance not available
What They're Looking For.
Must Have
7+ years Business Execution, Implementation, or Strategic Planning experience, 3+ years Management or leadership experience
Nice to Have
Business Execution, Implementation, or Strategic Planning experience, Management or leadership experience, Experience leading product or platform delivery initiatives, Experience using product or delivery management tools, Experience in workforce optimization, Experience in contact center operations, Experience in product management, Experience operating in an Agile delivery environment, Proven track record of managing WFO solutions, Proven track record of leading migrations to CCaaS platforms, Understanding of contact center technologies, Experience working with CCaaS vendors, Excellent leadership skills, Excellent communication skills, Excellent stakeholder management skills, Familiarity with agile methodologies, Familiarity with agile tools, Analytical and problem-solving skills, Experience in process optimization, Experience in process automation, Knowledge of compliance requirements, Knowledge of best practices for contact center operations
What You'll Do.
Lead and develop a team
Ensure delivery against roadmap priorities
Ensure delivery against transformation milestones
Ensure delivery against operational outcomes
Drive planning of WFO capabilities
Drive integration of WFO capabilities
Drive execution of WFO capabilities
Partner with product teams
Partner with technology teams
Partner with operations teams
Partner with risk teams
Partner with vendor teams
Provide leadership across initiatives
Identify execution risks
Identify operational risks
Identify delivery risks
Develop mitigation strategies
Influence prioritization across business groups
Influence sequencing across business groups
Influence execution across business groups
Establish product execution processes
Improve product execution processes
Manage allocation of people resources
Manage allocation of financial resources
Collaborate with senior leaders
Influence senior leaders
Advance strategic WFO initiatives
Build a culture of talent development
Build a culture of accountability
Build a culture of continuous improvement
How You'll Work.
Team & Collaboration
Cross-functional teams; Product teams; Technology teams; Operations teams; Risk teams; Vendor teams; Multiple business groups; Senior leaders; Executives
Communication Scope
Stakeholder management
Process & Methodology
Agile, Roadmap planning, Execution
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