Senior Operations Consultant

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!

Job Profile Summary

This role is responsible for the day-to-day resolution of complex problems and the research and execution of complex transactions for multiple sites or larger business unit(s). Key responsibilities of the role include leading the design, development and implementation of products, systems, processes, and services using discretion within the project management methodologies, with a strong focus on continuous improvement.

Job Description:

The Sr. Operations Consultant role is responsible for 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 taking place for the specific schedule run. Once the short-term forecast has been established, He / She will then need to produce optimal daily & weekly schedules for the given forecast period. This role is critical to the delivery of a high touch service model and efficient operational unit. The SOC will form strategic relationships with business partners to maximize resources required achieving service level goals on a forward-looking basis while balancing the needs of associates and clients in support of a superior experience.

In addition, as a member of the Capacity and Channel Optimization organization, the Sr. Operations Consultant will also support key business initiatives to improve the overall Client Experience through:

• Changes to Base Schedules - Permanent schedule changes
• Short Term Interval Level Forecasting / Staff Planning Management / Event & Calendar Management
• Associate Readiness Management / Optimization
• New Hire set-up in WFM
• Understanding of Skills Based Routing Logic to determine base schedules and overall coverage.

Responsibilities:

• Builds strategic relationships with key business partners to ensure that Consumer Investment contact centers business initiatives are met, and that potential impacts to the service levels are mitigated.
• Ensure schedules are accurately produced and validated based on overall forecast and business need. Identifies coverage gaps and takes the necessary steps to correct based on established parameters.
• Works with internal Consumer Investment Teams to coordinate and execute all event planning from a capacity perspective.
• Responsible for conducting 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.
• Coordinates with LOB & Internal Teams to ensure daily schedules and events are executed according to plan.
• Perform other duties as requested by supervisor.

Required Qualifications:

• 3+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.), required.
• 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 and a fundamental understanding of call center forecasting, agent scheduling & event planning within a contact center highly preferred.
• 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.

Skills:

• Critical Thinking
• Customer and Client Focus
• Decision Making
• Problem Solving
• Risk Management
• Adaptability
• Attention to Detail
• Collaboration
• Issue Management
• Analytical Thinking
• Oral Communications
• Presentation Skills

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$71,000.00 - $106,400.00 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.