Bank of America

Senior Operations Consultant

Bank of America

full-time

Posted on:

Location Type: Hybrid

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

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Salary

💰 $71,000 - $106,400 per year

Job Level

Senior

About the role

  • This job is responsible for resolving day-to-day complex problems, researching, and executing on complex transactions for multiple sites or larger business unit(s).
  • Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise.
  • Manages projects and direct activities of a team related to special initiatives.
  • Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives.
  • Builds relationships with business partners across various Lines of Business.
  • Manages and defines responsibilities and accountabilities for key program and projects.
  • Develop and maintain contact center metric forecasts, including monthly and long‑range projections.
  • Apply appropriate statistical modeling techniques and calibrate projected customer service level outcomes.
  • Conduct driver analyses, monitor demand drivers, and regularly maintain and refit forecasting models.
  • Translate demand forecasts into staffing requirements and hiring plans.
  • Build and manage service‑level projection curves and perform scenario and sensitivity analyses.
  • Decompose performance metrics, conduct variance analyses, and deliver clear, actionable insights.
  • Support and advise on sizing of planned events and initiatives, and recommend mitigation strategies based on analytical findings.
  • Appropriately communicate metric analysis, decomposition and forecast methodology and output to senior level management.

Requirements

  • Demonstrated experience in call center forecasting with strong, broad business acumen.
  • 3+ years of related experience and strong performance in one or more of the following disciplines: Forecasting, Capacity Planning, Contact Center Support, or Business Support.
  • Experience performing quantitative and qualitative analysis of contact center metrics and business processes.
  • Effective application of statistical forecasting techniques.
  • Intermediate to advanced proficiency in Microsoft Excel and Access, modeling methodologies, and business principles related to strategic planning.
  • Ability to clearly represent, communicate, and explain complex models and forecasting principles to executive-level audiences.
  • Strong capability to define data requirements, gather and validate data, apply sound judgment, and perform appropriate statistical tests.
  • Strong executive-level communication skills with the ability to “tell the story” behind the data.
  • Excellent time management skills; delivers strong results under tight deadlines.
  • Ability to work independently, draw meaningful conclusions and develop recommendations.
  • Motivated to work closely with other team members of varying levels of seniority, geographical areas and experience within a cross functional team.
Benefits
  • Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
  • This role is currently benefits eligible.
  • We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
Applicant Tracking System Keywords

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

Hard Skills & Tools
forecastingcapacity planningcontact center supportquantitative analysisqualitative analysisstatistical modelingdata validationstatistical testsMicrosoft ExcelMicrosoft Access
Soft Skills
communication skillstime managementindependent workteam collaborationanalytical thinkingproblem-solvingrelationship buildingguidance and trainingexecutive-level communicationstorytelling