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Operations Consultant

3 months ago

Pennington, United States Bank of America Full time
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 Operations Consultant role is responsible for supporting the Sr. Operations Consultant (SOC). This role is critical to the delivery of a high touch service model and efficient operational unit. He / She helps make key decisions related to forecasting, scheduling & event planning. The Operations Consultant will form strategic relationships with business partners to maximize resources required to achieve service level goals while balancing the needs of associates and support key business initiatives to improve the overall client experience. He / She will assist with creating optimal daily and weekly schedules for given forecast periods.

Success in this role will be directly tied business performance on a quarterly basis dependent on key metrics within the organization - Client Satisfaction, Service Level Attainment, and Associate Productivity.

Responsibilities:
  • Assist with Agent Schedules / Changes to Base Schedules - Permanent schedule changes / Publish Schedules / Team Changes.
  • Support with creating Short Term Interval Level Forecasting / Staff Planning Management / Event & Calendar Management.
  • Partner with SOC for Schedule / Shift Bid Management / Vacation Bid Management.
  • Support the SOC with Event Planning & Management - Calendar Management.
  • Help SOC with Associate Readiness Management / Optimization.
  • Assist in Creating & Building New Hire set-up in WFM.
  • Aid with WFM IEX updates.
  • Understanding of Skills Based Routing Logic to help define base schedules and overall coverage.
Required Skills / Qualifications:
  • 2+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.), required.
  • 1+ years prior WFM experience required (2-3 years highly preferred).
  • Strong business, operational, and procedural knowledge of a call center required.
  • Analytical and Quantitative skills preferred.
  • General 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.
  • BS/BA Degree and/or equivalent combination of education and experience required.
  • General knowledge of Consumer Investments systems, processes, clients, and platform preferred.
  • Ability to adjust rapidly to changing demands and priorities.
  • Presentation, communication, and written skills; clearly conveys concepts and information.
  • Strong organizational skills and attention to detail is critical in this role.
  • Strong 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