Contact Center Planning Analyst – Dialer Execution Administrator

Wells Fargo

Dialer Execution Administrator at Wells Fargo managing inbound and outbound call center operations. Utilizes dialer technologies for call optimization and handles agent-related inquiries.

Posted 5/30/2026full-timeWest Des Moines • Arizona, Iowa, North Carolina, Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Manage inbound and outbound contact centers by utilizing Alvaria Advanced outreach, Unified Command and Control (UCC) and Genesys.
Future state, manage Inbound and outbound contact centers utilizing Five9 and Acqueon (ACM)
Provide subject matter knowledge and interpretation of procedures to key business partners
Coordinate and monitor implementation and maintenance of processes, procedures, and policies
Interact with immediate Strategy and Execution colleagues on operational initiatives
Provide support for a variety of diverse support functions for multiple business groups or a specific line of business

Requirements

What you’ll need

2+ years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Strong technical skills including previous experience with dialer strategy development within Alvaria, Genesys, Nice, or Five9 Dialers (or similar dialer technologies).
Advanced Microsoft Office (Word, Excel, Outlook)
Advance analytical abilities to analyze data and recommend go forward actions.
Experience executing initiatives, complex projects, balancing short-term and long- term priorities
Experience testing dialer strategies and technologies.
Experience with Contact Center Platforms such as Five9, Acqueon, Avaya, Genesys
Highly organized and detail-oriented, with the proven ability to handle multiple tasks simultaneously, and prioritize effectively
Experience with developing internal communications for agents and internal teams that includes a variety of cross-functional/geographic audiences.
Supports solution delivery by completing routine tasks, with guidance
Sources and develops basic summaries and narratives of relevant information, data and facts
Monitors individual adherence to policies and procedures and escalates issues as needed
Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Benefits

Comp & perks

This position offers a hybrid work schedule
Travel up to 5%
10% shift Differential may apply

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

contact center planningdialer strategy developmentanalytical abilitiestesting dialer strategiesdata analysisproject executionprocess implementationpolicy adherencecommunication development

Soft Skills

highly organizeddetail-orientedmulti-taskingprioritizationindependent judgment