Senior Lead Analytics Consultant- Contact Center Data Solutions

Why Wells Fargo Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader - we're a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job - it's about finding all of the elements to help you thrive, in one place. Living the Well Life means you're supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You'll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Join us! About this role: Wells Fargo is seeking a Senior Lead Analytics Consultant with deep expertise inContact Center Data, Reporting, and Analyticsto lead strategic initiatives and drive business value through data-driven insights. This role will serve as a key liaison between business stakeholders, technical teams, and internal partners, ensuring that telephony data solutions align with organizational goals and team capabilities. In this role, you will: • Project Leadership- Lead and manage telephony reporting engagements from inception to delivery, ensuring alignment with business objectives and timelines. • Advanced Analytics Development- Analyze, develop, and deploy complex solutions including analytics, reports, and dashboards. • Strategic Advisory- Serve as a trusted advisor to business leaders, offering strategic guidance on using telephony data to enhance customer experience and operational efficiency. • Team Resource Management- Maintain a comprehensive understanding of team capabilities, capacity, and development needs to ensure optimal resource utilization and project success. • Reporting Framework Design- Design and implement robust reporting frameworks that support real-time and historical analysis of call center performance, agent productivity, and customer interactions. • Cross-Functional Collaboration- Partner with IT, data engineering, and other teams to ensure seamless integration of telephony data into enterprise data platforms. • Documentation & Standards- Develop and maintain data dictionaries, reporting standards, and documentation to ensure consistency and transparency across reporting solutions. • Requirements Gathering- Lead requirements workshops, stakeholder interviews, and user acceptance testing (UAT) to ensure solutions meet business needs. • Performance Optimization- Monitor and optimize reporting performance and data quality, proactively identifying and resolving issues. • Industry Awareness- Stay current on industry trends, emerging technologies, and best practices in telephony and contact center analytics. • Change Management & Training- Support change management and training efforts to ensure end users understand and adopt new reporting tools and insights. Required Qualifications: • 7+ years of Analytics, Reporting, Financial Modeling or Statistics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: • Cloud Contact Center Expertise- Experience with cloud-based contact center platforms such as Genesys Cloud. • Telephony & CX Knowledge- Strong understanding of telephony systems, workforce optimization tools, call center operations, and customer experience metrics. • Data & Visualization Skills- Proficiency in SQL, data modeling, and visualization tools like Power BI and Tableau. • Workforce Tools Familiarity- Experience with workforce management and quality monitoring tools. • Agile Methodology Proficiency- Knowledge of Agile practices and tools such as Jira and Confluence. • Relevant Certifications- Certifications in applicable platforms or technologies. • Analytical & Communication Strengths- Excellent analytical, problem-solving, and communication skills. • Project Leadership Experience- Proven ability to lead cross-functional projects and manage stakeholder relationships. • Independent & Adaptive Work Style- Ability to work independently and manage multiple priorities in a fast-paced environment. • Educational Background- Bachelor's degree in Business, Information Systems, Computer Science, or related field; Master's degree preferred Job Expectations: • This position is not eligible for Visa sponsorship. • Ability to work on site in a hybrid role • Fully remote work locations are not available for this role. If you are not in a location listed on the posting, you must commit to relocation within an agreed upon timeframe. Pay Range Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates. $139,000.00 - $260,000.00 Benefits Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. VisitBenefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees. • Health benefits • 401(k) Plan • Paid time off • Disability benefits • Life insurance, critical illness insurance, and accident insurance • Parental leave • Critical caregiving leave • Discounts and savings • Commuter benefits • Tuition reimbursement • Scholarships for dependent children • Adoption reimbursement Posting End Date: 1 Nov 2025 • Job posting may come down early due to volume of applicants. We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements. Applicants with Disabilities To request a medical accommodation during the application or interview process, visitDisability Inclusion at Wells Fargo. Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo Recruitment and Hiring Requirements: a. Third-Party recordings are prohibited unless authorized by Wells Fargo. b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.