• Job Description

  Req#: 24020997

  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!

  Job Description:

  The Sr. Operations Consultant role is responsible for creating accurate short-term forecasts based on the long term forecast plan, manage the event calendar, and produce accurate schedules based on the forecast plan & events taking place for the specific schedule run. Once the short-term forecast has been established, He / She will then need to produce optimal daily & weekly schedules for the given forecast period. This role is critical to the delivery of a high touch service model and efficient operational unit. The SOC will form strategic relationships with business partners to maximize resources required achieving service level goals on a forward-looking basis while balancing the needs of associates and clients in support of a superior experience.

  In addition, as a member of the Capacity and Channel Optimization organization, the Sr. Operations Consultant will also support key business initiatives to improve the overall Client Experience through:

  • Changes to Base Schedules - Permanent schedule changes
  • Short Term Interval Level Forecasting / Staff Planning Management / Event & Calendar Management
  • Associate Readiness Management / Optimization
  • New Hire set-up in WFM
  • Understanding of Skills Based Routing Logic to determine base schedules and overall coverage.

  Responsibilities:

  • Builds strategic relationships with key business partners to ensure that Consumer Investment contact centers business initiatives are met, and that potential impacts to the service levels are mitigated.
  • Ensure schedules are accurately produced and validated based on overall forecast and business need. Identifies coverage gaps and takes the necessary steps to correct based on established parameters.
  • Works with internal Consumer Investment Teams to coordinate and execute all event planning from a capacity perspective.
  • Responsible for conducting weekly tactical forecast reviews with the Consumer Investments LOBs. Communicate changes in business strategy, new business, changes in process and any events that may affect call volume and staffing requirements.
  • Coordinates with LOB & Internal Teams to ensure daily schedules and events are executed according to plan.
  • Perform other duties as requested by supervisor.

  Required Skills:

  • 3+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.), required.
  • 2+ years prior WFM experience required (3-5 years highly preferred).
  • Strong business, operational, and procedural knowledge of a call center required.
  • Analytical and Quantitative skills required.
  • Knowledge of dynamic call routing models and how they affect headcount requirements required.
  • Prior experience and a fundamental understanding of call center forecasting, agent scheduling & event planning within a contact center highly preferred.
  • Prior experience forecasting BS/BA Degree and/or equivalent combination of education and experience required.
  • Strong knowledge of Consumer Investments systems, processes, clients, and platform preferred.
  • Prior business support / project planning experience highly preferred.
  • Ability to adjust rapidly to changing demands and priorities.
  • Excellent presentation, communication, and written skills; clearly conveys concepts and information.
  • Strong organizational skills and attention to detail is critical in this role.
  • Extensive time management and prioritization skills.
  • Ability to work effectively under pressure and time constraints.
  • Ability to manage multiple priorities simultaneously.
  • Ability to work independently.
  • Must be a self-starter with excellent follow up, resolution and communication skills.
  • Demonstrates the ability to effectively partner with senior leaders and build rapport with associates.
  • Organized and professional with an ability to work with business partners to meet deadlines.

  Shift:

  1st 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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