Bank of America

Senior Operations Consultant

Bank of America

full-time

Posted on:

Location Type: Office

Location: Hunt Valley • Maryland • New Jersey • United States

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Salary

💰 $71,000 - $106,400 per year

Job Level

Senior

About the role

  • Responsible for the day-to-day resolution of complex problems and the research and execution of complex transactions
  • Leading the design, development and implementation of products, systems, processes, and services using discretion within project management methodologies
  • 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
  • Produce optimal daily & weekly schedules for the given forecast period
  • Form strategic relationships with business partners to maximize resources required achieving service level goals
  • Support key business initiatives to improve the overall Client Experience through changes to base schedules
  • Conduct 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.

Requirements

  • 3+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.)
  • 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 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.
Benefits
  • Discretionary incentive eligible
  • Annual discretionary award based on individual performance and company success
  • Access to paid time off
  • Resources and support for employee wellness
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
WFM toolsNICE IEXOBIforecastingdynamic call routing modelsproject management methodologiesanalytical skillsquantitative skillsbusiness supportproject planning
Soft Skills
communication skillsorganizational skillsattention to detailtime managementprioritization skillsability to work under pressureability to manage multiple prioritiesself-starterfollow up skillsrelationship building
Certifications
BS/BA Degree