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Job ID: 5542085Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.The posted position will co-lead a Workforce Management Center of Excellence (COE) that supports the Consumer Collections & Servicing (CCS) organizations. Currently that involves supporting 1,800 Team Members in 12 unique Lines of Business (LOBs) but the possibility exists to grow this support. Support includes blended outbound/inbound call centers as well as back office teams. The workforce management team is spread over 4 distinct sites and the LOBs supported are spread across 7 sites including Manila, Philippines. The successful candidate will be expected to be a proactive thought leader who has the ability to identify opportunities to improve efficiencies. They need to be able to work both independently and in partnership with peer leadership. They need to be a proven leader with the ability to lead, engage and foster cohesion with a geographically dispersed team. They need to be able to develop strong relationship with remote partner leadership and also be able to create and successfully communicate PowerPoint presentations to Sr. Leadership.As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
Required Qualifications:
8+ years of call center planning and analysis experience
5+ years of management experience
Desired Qualifications:
Experience analyzing call volumes, forecasting, and planning of staffing levels to meet the business goals for servicing and response time for customers
Management experience as a leader, facilitator, and developer of high performing team members
Advanced Microsoft Office skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Call center or call routing workforce management experience
Experience as a collaborator who has built successful relationships and influenced across business lines to drive results
Excellent verbal, written, and interpersonal communication skills
Effective organizational, multi tasking, and prioritizing skills
Solid problem solving skills
Ability to interact with all levels of an organization
Ability to travel up to 10% of the time
Job Expectations:
Ability to travel up to 10% of the time
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPSTFL&FOCUS=Applicant&SiteId=1&JobOpeningId=5542085&PostingSeq=1.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.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.
