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Senior Technology Operations Analyst
Wells Fargo
Bengaluru / Bangalore
6-8 years
Senior Technology Operations Analyst
Wells Fargo
Bengaluru / Bangalore
6-8 years
Not Specified
Posted On: 5 days ago
Total Views: 16
Total Applications : 1
Job Id: 35133537
Permanent Job
Job Description
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Job Description :
About Wells Fargo India
Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Business Services, Risk Services and Product, Analytics and Modeling (PAM). We are operating in Hyderabad, Bengaluru and Chennai locations
Department Overview
ITSO (Information Technology Service Operations) within the Enterprise Information Technology (EIT) business comprises of Technology Connection, Field Technology and Specialized Desktop Support Services.
The Enterprise Information Technology (EIT) is responsible for enterprise-wide infrastructure services across the global footprint, including networking, production services, storage, data centers, mainframe, midrange and Cloud-based systems, distributed systems, and international infrastructure.
Role Summary and Purpose
As a part of the Wells Fargo's Enterprise Information Technology @ WFIP, this is for Workforce Planning & Analytics with the IT ServiceDesk function. This role is responsible for exposure to work force management, workforce planning and analytics in BPO, IT Service desk, call center environments. Should have experience of developing workload forecasts, reporting and analytics & building dashboards
Responsibilities
Primarily responsible for forecasting workloads for multiple channels, sites, and lines of business, forecasting resources required to process workloads and meet Contact Center service goals, and developing and maintaining reporting and analysis as required to manage these processes
Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management
This position will partner with people and teams across Operations and other functional areas to identify actionable insights and work to implement solutions geared toward operational and financial optimization related to forecasting, production workforce scheduling, and workflow
Develop, manage and forecast and special project volume and resource capacity requirements based on business work volume trends, customer demand changes, sales product market changes, and resource utilization
Utilize data analysis and root cause process assessments to identify waste, inefficiencies, and areas of improvement
Monitor and analyze call patterns, intra-, and inter-day activity and adjust as needed in real-time to ensure optimal productivity and efficiency
Create scheduling environments that ensure achievement of service level attainment, schedule adherence, and other financially impacting goals
Ability to adapt and excel as a team player in a fast-paced and change-oriented environment
Prepare and disseminate timely and accurate reports to operations management
Report deficiencies to the operations team in real-time and partake in projects impacting work cycles
Conduct regular audits of the Call Management and Workforce Management Systems
Manage staffing within cost/call budget guidelines
Monitors multi-channel, multi-site, operations to ensure optimal staffing levels
Completes root-cause analysis to determine and quantify reasons for forecast variance
Review forecasts on an intraday, weekly, monthly and annual basis for contact centers, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions
Create, share, and effectively communicate information and analysis measuring workforce operations performance to identify potential improvements to the WFM operating environment.
Desired Qualifications
6-8 years of Technology Operations primarily into Service Desk operations
Exposure to Workforce Planning tools and applications
Should have experience of developing workload forecasts, reporting and analytics, building dashboards
Flexible with shift, willingness to work in night shifts
Must be from customer support/ IT Service Desk background
ITIL/HDI Training/Certification is a plus.