Customer Segment Consultant 1

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Enterprise Job Description:
The Operational Planning & Analysis Team Manager leads a team responsible for forecasting, capacity planning, and performance analytics supporting Consumer Investments contact centers. This role plays a critical part in delivering a high touch client experience by ensuring staffing, productivity, and service level goals are aligned with business strategy.

The manager partners closely with Contact Center Leadership, Workforce Management, Finance, Recruiting, and Business Support teams to optimize resources, drive consistent KPIs, and deliver data driven insights that improve both client and associate outcomes.

Key Responsibilities

•Lead, coach, and develop a high performing operational planning and analytics team

•Short term capacity planning and forecasting for contact center operations

•Analyze performance metrics including service level, AHT, productivity, and volume trends

•Translate insights into actionable recommendations for senior leadership

•Ensure consistency in KPI definitions, reporting standards, and analytics methodologies

•Develop and maintain advanced reports and dashboards using Excel, OBI, and WFM tools

•Partner cross functionally to align staffing strategies with business demand

•Drive process improvements to enhance efficiency, service performance, and resource utilization

Required Qualifications

•Experience in workforce planning, capacity planning, or contact center analytics

•Proven people leadership and team development experience

•Strong analytical skills with the ability to influence decisions through data

•Advanced proficiency in Excel and workforce management/reporting tools

•Excellent communication and stakeholder management skills

3+ years of direct contact center experience and working knowledge of WFM roles, methods and tools required

• 2+ years prior WFM experience required (3-5 years highly preferred)

• Strong business, operational, and procedural knowledge of a call center required

• Advanced knowledge of capacity planning and contact center metrics required.

• Advanced knowledge of MS Excel required

• BS/BA Degree and/or equivalent combination of education and experience required   

• Demonstrated ability to manage, mentor and coach for success

• Must demonstrate strong client and associate focus

• Ability to adjust rapidly to changing demands and priorities

• Ability to think analytically, utilize good research skills, develop multiple solutions, and know what resources to engage to resolve issues

• Demonstrates “self-starter” behavior, a willingness to help others, and shows potential to require minimal supervision

• Initiates and builds relationships with all levels of the organization

• Excellent communication and written skills; clearly conveys concepts and information Advanced knowledge of OBI/XML/SQL highly preferred

• Strong knowledge of Consumer Investment systems, processes, clients and platform preferred

Desired Qualifications

•Experience supporting large scale contact center operations

•Familiarity with NICE WFM, OBI, or similar workforce management platforms

•Background in financial services or consumer investment environments

• Advanced knowledge of OBI/XML/SQL highly preferred

• Strong knowledge of Merrill Edge systems, processes, clients and platform preferred

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range$73,200.00 - $116,900.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. 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.

Benefits

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.