Operations Consultant
Bank of America
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Maryland • Massachusetts • United States
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Salary
💰 $67,100 - $89,000 per year
About the role
- 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)
- Strategically advising upon the design, development and implementation of products, systems and services using discretion within the project management methodologies
- Supporting the Sr. Operations Consultant (SOC)
- Making key decisions related to forecasting, scheduling & event planning
- Forming strategic relationships with business partners to maximize resources required to achieve service level goals while balancing the needs of associates
- Creating optimal daily and weekly schedules for given forecast periods
- Assisting with event planning and management
Requirements
- 2+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.)
- 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
Benefits
- paid time off
- access to industry-leading benefits
- 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 IEXOBIcall center forecastingagent schedulingevent planningdynamic call routing modelsanalytical skillsquantitative skillsproject management methodologies
Soft Skills
problem resolutionstrategic advisingdecision makingrelationship buildingresource managementschedulingevent management
Certifications
BS/BA Degree