• Job Description

  Req#: 25028014

  Job Description:

  The Command Center provides workforce management scheduling, inbound/outbound call capabilities and infrastructure, tactical forecasting of call volumes and resource needs and real-time production monitoring information. We support dynamic contact centers; therefore, we must respond timely and rationally to their ever-changing needs.

  As a member of the Command Center, an Operations Consultant provides critical business support to the Global Ops Contact Centers supported including

  • Creates employee schedules that balance the line of business objectives with employee needs in a way that optimizes capacity to meet service level agreements, manage inbound call queues, conduct outbound call campaigns and exceed client expectations

  • Identifies, troubleshoots, and resolves real time issues across contact centers to prevent/mitigate negative impacts to clients or employees

  • Analyzes and interprets provided reporting to identify trends, anomalies, cause and effect relationships and short- and long-term improvement opportunities within the contact center operating environment

  • Shares analytical findings and interpretations with a variety of audiences in different formats that generates understanding of the findings and collaboration on a solution

  • Leads and/or consults on initiatives to enhance contact center functionality or use of reporting

  Hours for the role will be 12:00pm to 9pm EST

  Required Skills & Knowledge:

  • 2+ years of experience in at least one of the following areas: Workforce Management, Inbound queue management or outbound dialer administration

  • Proficient ability to use tools such as IEX, eWFM, Genesys and Aspect effectively by building accurate parameters and evaluating the results for accuracy (Numerical Ability, Analytical Ability, Customer Focus, Critical Thinking)

  • Ability to identify patterns and relationships in a variety of reports and across reports to drive situational understanding and identify solutions (Numerical Ability, Abstract Reasoning)

  • Ability to organize and present numeric data and analytical results with a story that provides meaningful context that can be leveraged in decision making or education (Verbal/Written Expression, Numerical Ability, Customer Focus)

  • Proficient trending toward expert understanding of the fundamentals of reporting, data analysis and basic understanding of typical contact center metrics

  • Ability to collaborate effectively with business, reporting and technology partners in order to drive projects, decision making, and iterative improvements (Verbal/Written expression, Relationship building)

  • Ability to initiate, build and maintain relationships within and outside the organization with people who are, or might someday be, instrumental in achieving work-related goals (Networking/Relationship building)

  • Proficient skills with MS Outlook, MS PowerPoint, MS Excel and MS Word

  • Ability to balance multiple competing priorities with specific time frames by leveraging a deep understanding the business priorities and the best practices in time/attention management

  Desired Skills:

  • 3+ years in a blended call center environment

  • Knowledge of Aspect /Genesys Call Center platforms, ALM outbound dialer interface, eWFM or IEX scheduling platforms, inbound call queues and IVR

  Shift:

  2nd shift (United States of America)

  Hours Per Week:

  40

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

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