Operations Consultant

Job Description

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 a single site / business unit or smaller business unit(s). Key responsibilities of the role include strategically advising upon the design, development and implementation of products, systems and services using discretion within the project management methodologies.

Enterprise Job Description:

The Operations Consultant role is responsible for supporting the Sr. Operations Consultant (SOC). This role is critical to the delivery of a high touch service model and efficient operational unit. He / She helps make key decisions related to forecasting, scheduling & event planning. The Operations Consultant will form strategic relationships with business partners to maximize resources required to achieve service level goals while balancing the needs of associates and support key business initiatives to improve the overall client experience.

He / She will assist with creating optimal daily and weekly schedules for given forecast periods.

Success in this role will be directly tied business performance on a quarterly basis dependent on key metrics within the organization - Client Satisfaction, Service Level Attainment, and Associate Productivity.

• Assist with Agent Schedules / Changes to Base Schedules - Permanent schedule changes / Publish Schedules / Team Changes.
• Support with creating Short Term Interval Level Forecasting / Staff Planning Management / Event & Calendar Management.
• Partner with SOC for Schedule / Shift Bid Management / Vacation Bid Management.
• Support the SOC with Event Planning & Management – Calendar Management.
• Help SOC with Associate Readiness Management / Optimization.
• Assist in Creating & Building New Hire set-up in WFM.
• Aid with WFM IEX updates.
• Understanding of Skills Based Routing Logic to help define base schedules and overall coverage.

• 2+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.), required.
• 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.
• General knowledge of Consumer Investments systems, processes, clients, and platform preferred.
• Ability to adjust rapidly to changing demands and priorities.
• Presentation, communication, and written skills; clearly conveys concepts and information.
• Strong organizational skills and attention to detail is critical in this role.
• Strong 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,…