Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Position Summary

Specialized Servicing and Fulfillment Operations (SSFO) is a dynamic organization committed to delivering best-in-class care for clients and internal partners. We specialize in situations that require a compassionate touch, high attention to detail, management of high risks, adjustments for unique product or situation combinations and education of internal partners. We respond rationally, but rapidly to an ever-evolving set of products, compliance requirements, and client needs. SSFO practices process excellence in every facet of our operation and is committed to creating a work environment that drives positive employee engagement and growth.

The SSFO Command Center provides workforce management scheduling, inbound/outbound call capabilities and infrastructure, tactical forecasting of call volumes and resource needs, real-time production monitoring information, and access management. 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

Job Description:
This job is responsible for the day-to-day resolution of complex problems and the research and execution of complex transactions for a single site/business unit or smaller business unit(s). Key responsibilities include strategically advising upon the design, development, and implementation of products, systems, and services using discretion within the project management methodologies.

Responsibilities:

• Advises on the design, development, and implementation of complex products, systems, and services in an operations environment using discretionary judgment
• Advises on projects and directs activities of a team related to special initiatives
• Advises as a technical expert in assigned area, providing an understanding of the business unit's operations processes and implications on other groups within the operations function
• Consults on present-state, develops alternative future-state approaches, and facilitates implementations by creating a clear and coherent approach to guide effective program/initiative setup, execution, and control
• Identifies and recommends responsibilities and accountabilities for key programs/projects

Required Qualification

• 3+ 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 Qualifications

• 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

Skills:

• Customer and Client Focus
• Problem Solving
• Risk Management
• Adaptability
• Attention to Detail
• Collaboration
• Critical Thinking
• Issue Management
• Analytical Thinking
• Decision Making
• Oral Communications
• Presentation Skills

Shift:

Hours Per Week: