Technology Operations Analyst (Training)

About this role:

Wells Fargo is seeking a Technology Operations Analyst (Training).

In this role, you will:

• Participate in initiatives and identify opportunities for technology operations

• Evaluate basic or tactical challenges that require research and evaluation

• Provide centralized command and control for major incident management, ensuring teams focus first on restoring business services

• Review, analyze and escalate issues from key metric analysis, event monitors, reported service deviations, and documented changes

• Develop knowledge business cycles and capabilities to assess the impact of technology events on the business and other support areas

• Reduce the impact of application and infrastructure failures on business delivery

• Engage various teams of trouble-shooters to assess system health and issues

• Present recommendations for resolving more complex situations

• Provide information to functional colleagues, internal partners and stakeholders

Required Qualifications:

• 2+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience in designing and delivering Instructor-Led Training (ILT) sessions for new hires

• Experience supporting contact center, service desk, or IT operations environments.

Job Expectations:

• New Hire Training & Onboarding - Partner with Workforce Planning Administration (WPA) teams to schedule agents for training programs
• Design and deliver Instructor-Led Training (ILT) sessions for new hires.
• Conduct knowledge assessments and evaluations to measure trainee understanding and readiness.
• Ensure trainees meet the required proficiency standards before progressing to live user interactions.
• Facilitate Calls-in-Class (CIC) programs as a bridge between classroom training and production support.
• Monitor trainees while they handle live customer interactions for a defined period during their shifts.
• Conduct daily coaching and feedback sessions to reinforce learning and address performance gaps.
• Track trainee progress throughout the CIC period and provide targeted development plans.
• Manage and support the CIC program for approximately one week or as required by the business.
• Monitor agent performance, adherence to processes, and customer interaction quality.
• Deliver ongoing coaching and corrective feedback to address performance deficiencies.
• Coordinate handover of agents to production teams once readiness criteria are met.
• Track and report agent performance during the 30-60-90-day post-training period.
• Conduct cross-skill training initiatives to broaden agent capabilities across multiple support functions.
• Enable workforce flexibility and balanced workload distribution through skill diversification.

Posting End Date: 

*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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability 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.