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Contact Center of the Future IVR, Voice & Call Handling Experience Leader

Company: Wells Fargo
Location: West Des Moines
Posted on: July 8, 2019

Job Description:

Job DescriptionAbout Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Founded in 1852, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial financial services through more than 8,400 locations, 13,000 ATMs, online (wellsfargo.com), and mobile devices.

Were headquartered in San Francisco, but were decentralized so every local Wells Fargo location is a headquarters for satisfying our customers financial needs and helping them succeed financially. We do business with 70 million customers and one in three U.S. households. Wells Fargo has approximately 268,000 team members in 42 countries and territories across our more than 90 businesses.

Wells Fargo & Company was ranked No. 25 on Fortunes 2017 rankings of Americas largest corporations. News, insights, and perspectives from Wells Fargo are available at Wells Fargo Stories https://stories.wf.com.

Our vision: We want to satisfy our customers financial needs and help them succeed financially.

Wells Fargo Payments, Virtual Solutions & Innovation (PVSI)

The PVSI group aligns and integrates groups from across Wells Fargo to focus on the delivery of the next generation of payments capabilities and transformational digital and online offerings. This group also invests in research, development and strategic partnerships dedicated to designing new customer experiences and products. This group includes Consumer Credit Cards and Retail Services, Deposit Products, Treasury Management and Merchant Services, Innovation, One Wells Fargo, Virtual Channels and Operations.

Wells Fargo Virtual Channels (WFVC)

Wells Fargo Virtual Channels (WFVC) supports the majority of all customer interactions at Wells Fargo. With our customers' growing preference for virtual interaction, we are in the best position to connect the customer experience across all channels full-service and self-service, virtual and physical.

With approximately 13,000 team members, Wells Fargo Virtual Channels (WFVC) serves Wells Fargo consumer and small business customers through various channels -- digital (online, mobile, and social) and contact center (phone, email, and correspondence). As part of Payments, Virtual Solutions & Innovation (PVSI), WFVC's vision is to pioneer the next generation of financial services and provide the best virtual experiences anytime, anyhow, and anywhere.

Over 28 million customers use our digital channels to manage their financial lives, and our customer-facing contact centers support approximately 450 million customer contacts annually. Whether our customers connect with us online or by phone, email, or in writing, WFVC is positioned to satisfy our customers' financial needs 24 hours a day, 7 days a week.

The Role

The contact centers across the enterprise are in the midst of transforming the way in which we provide best-in-class service to our customers. That transformation is being delivered via a new strategic enterprise program called Contact Center of the Future.

The Contact Center of the Futures vision is to re-imagine & transform contact center customer and Team Member experiences to ensure we exceed expectations and to help Wells Fargo become the easiest, most helpful and most personal financial services company. As part of this transformation, we also aim to reduce unnecessary contacts, costs and complexity.

Evolving our IVR, Voice and Call Handling Experiences is a critical component of transforming our contact center servicing experience. Across the financial services industry and contact center industry, the role of the IVR and the broader voice interaction experience is increasingly viewed as an area that is ripe for transformation because the broader voice interaction and call routing environment has changed. There have been advancements in capabilities related to virtual assistants and artificial intelligence, proactive & predictive call handling and routing, and conversational voice-driven applications. And there has also been an evolution of cloud-based contact center service providers and integrated digital and voice experiences. For these reasons we believe we have a big opportunity to innovate and evolve our capabilities to deliver additional value to our customers and to our shareholders.

We are looking for a senior business leader who will be responsible for managing and transforming our IVR, Voice and Call Handling Experiences and Capabilities for WFVC and the broader Contact Center Ecosystem across the company. This person will lead a team of roughly 20 30 Team Members who are collectively responsible for defining the long-term vision for enhancing and simplifying our ability to manage phone conversations with customers. The team will also be responsible for partnering with the Digital, Innovation and Technology teams across the company to develop multi-year roadmaps and then execute projects on those roadmaps.

The primary technologies and capabilities this leader and team will focus on are the IVR, Internal and External Telephony systems, Call Routing systems, CTI, Softphone, etc. And they will partner with others on Artificial Intelligence/Chatbot, Chat/Messaging and Contact Center Cloud solutions.

This leader will be accountable for delivering on improvements on critical KPIs, such as reducing the agent contact rate, reducing agent to agent call transfers and improving the customer phone interaction experience. The value and impact of making progress in these KPIs is expected to be equivalent to savings in the tens of millions of dollars.

This leader will also play a key role in continuing to evolve and optimize the way we deliver technology enhancements by partnering with Technology as we further build out our Agile Development model. Part of this role will be focused on providing leadership to support the various scrum teams and value streams associated with modernizing our telephony, IVR, softphone, dialer, call routing and queue structure.

Key accountabilities:


  • Partner with his/her team leaders, external consultants, software providers, WF technology development and architecture leaders, contact center ecosystem leaders and other WF digital and Artificial Intelligence leaders to develop a vision, approach and roadmap for evolving the IVR and voice interaction experience. This may include sponsoring technology assessments, developing and evaluating alternative delivery models and architectures, conducting POCs, pilots, vendor RFPs/RFIs, etc. and managing development budgets of $8 - $20MM annually. Will lead the socialization and influencing process amongst senior leaders across the bank to gain the necessary support needed to invest in the evolution of these programs.
  • Provide team management support and direction for his/her team through regular management routines. Included in this will be regular reviews and discussions of the broader portfolios of work related to the Voice, IVR and Routing programs. This person will direct the team towards success by providing direction related to initiative prioritization, implementation approach, risks/issues, etc. He/she will also focus on the development of their full team.
  • Monitor the performance of the performance and KPIs of the processes and technologies that his/her team manages. Directs and coaches the team to ensure that appropriate progress is being made on the KPIs and that an effective feedback loop and continuous improvement process is at work for each of the key experiences and capabilities that the team manages.
  • Serves as the Contact Center Ecosystem leader for the Manage Voice, IVR & Routing experience and capabilities. As such will handle escalations and trade-off prioritization decisions of initiative requests from across the ecosystem. Will rely on business cases, LOB strategies, and an understanding of the interdependencies of various technology factors to help make decisions. Will also occasionally serve as senior Sponsor of high-impact, strategic initiatives in the IVR and Routing space. In doing so, this person will need to provide ongoing advice and direction to project and scrum teams to ensure the team is focused on the most critical customer needs and manages risk effectively.
  • Regularly deliver monthly and quarterly senior level presentation updates on vision, roadmap and performance across the WFVC Contact Center & Digital, Innovation and Contact Center Ecosystem Teams. Will require strong verbal and written communication skills, influence skills and a mature executive presence.

    Core functions reporting to this team leader are expected to be:

    • IVR Strategy and Continuous Improvement (develops and gains approval on a long-term vision for the IVR experience and technology enablement, creates and manages a multi-year roadmap to achieve the vision, manages a continuous improvement process for the IVR)
    • IVR Experience Planning, Implementation & Testing (leads the delivery of enhancements of IVR initiatives for WFVC and other Contact Centers in the Ecosystem who use the primary enterprise consolidated IVR application)
    • Call Handling Strategy, Consulting, Implementation & Continuous Improvement (covers strategies and initiatives in Call Routing, CTI, Softphone, Extraction Server processes, Outbound Dialer, etc.).
    • Manage Voice Value stream leader for the Contact Center Ecosystem (prioritizes new IVR requests for the ecosystem and helps coordinate and sequence work that is implemented by various scrum teams, helps scrum teams handle escalations and tradeoffs, etc.)

      Other Wells Fargo locations will be considered.Required Qualifications

      • 8+ years of experience in one or a combination of the following: project management, implementation, or strategic planning
      • 6+ years of management experience in a planning environment

        Other Desired Qualifications


        • 10+ years of relevant work experience
        • 8+ years of strategic consulting, strategic planning, product management experience or project management experience
        • 6+ years of implementation experience involving IVR, call routing, digital or artificial intelligence/virtual assistant technologies
        • Deep knowledge of contact center IVR or call routing or virtual assistant best practices
        • Strong knowledge of cloud-based technologies
        • Strong critical thinking skills and problem solving skills
        • Strong verbal and written communication skills
        • Strong partnering and influence skills
        • Ability to identify and manage complex issues and negotiate solutions within a geographically dispersed organization
        • Experience communicating and presenting complex information to multiple levels of the organization
        • Ability to translate and summarize complex data into understandable, actionable information and recommendations
        • Strong skills in writing PowerPoint presentations and delivering them to senior audiences


          DisclaimerAll 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.

Keywords: Wells Fargo, West Des Moines , Contact Center of the Future IVR, Voice & Call Handling Experience Leader, Accounting, Auditing , West Des Moines, Iowa

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