Consumer Systems Analyst I

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

Credit Assistance Contact Delivery Optimization engages clients on their credit card, deposit, vehicle and home loans to assist them through difficult times while mitigating losses for the Bank.  As part of that organization, Workforce Management is a group focused on accounting for, and maximizing availability of, employee resources in order to deliver upon company expense and loss plans. The workforce function is critical to ensuring contact center employees are in the right places at the right times to serve our customers.  

LOB Job Description:

The Workforce Management Analyst will be responsible for the day-to-day accounting, coordination, and problem resolution associated with the administration of division contact center employee scheduling. This includes execution of strategic initiatives, management of employee scheduling needs, active optimization of resources to achieve FLU service level targets, coordination of monthly staffing changes, communication with operational leaders/support partners, reporting/analysis of key metrics, and identification/assessment/escalation of concerns.

The team operates in a fast paced environment so organization and adaptability are critical. Strong communication skills are also important to ensure all impacted parties are on the same page including WFM peers, Call Delivery peers, Resource Planning, FLU leaders, and The Academy, to name a few.

Beyond the day to day, the candidate should possess the desire to critically assess processes and contribute creative ideas to assist with the modernization of our workforce management approach. This includes identifying opportunities to streamline existing processes, development of new processes, evaluation of performance data, and expanding use of current technology based on sound business logic. 

Responsibilities:

• Supporting operations enablement activities in support of a business unit.
• Resource tracking, monitoring, and planning associated with optimizing operational call delivery strategies across inbound and/or outbound channels.
• Managing inputs and effectiveness of line of business technologies to reduce idle time and maximize business results.
• Leveraging systems and analysis in a repetitive or production-oriented environment to drive business results.
• Executes on call delivery strategies for a managed Front Line Unit (FLU) through applicable technology interfaces
• Monitors technology performance to ensure idle time is minimized and strategy is being effectively delivered
• Escalates production risks and opportunities across various key stakeholders
• Educates and supports business through direct interaction with FLU and support partners
• Establishes connections with FLU partners to ensure alignment in expectations and strategy objectives
• Supports and influences implementation of new technologies and strategies through business acumen
• Provides guidance to associates within own unit regarding procedural, technical and/or operational changes

Required Qualifications:

• At least 1 year of current Credit Assistance experience
• At least 1 year of contact center/support experience
• At least 1 year of working knowledge of WFM platforms (IEX or Aspect)
• Strong problem solving abilities and interpersonal skills, with quick adaptation to new technologies, methodologies, and processes  
• Demonstrated success with organizational effectiveness and time management skills 
• Ability to work independently and achieve target deliverable dates
• Proven ability to build relationships and collaborate across teams to develop solutions and resolve issues
• Skilled with MS Office (Excel, PowerPoint, Word) and SharePoint
• Proficient at written and oral communication, including communications to executive level leadership
• Flexibility in schedule to work varying hours including AM & PM shifts, weekdays and weekends, and minor holidays :

     * WFM Analyst 1: Tu-Sa 10a-7p ET
     * WFM Analyst 2: Su-Th 12p-9p ET
     * WFM Analyst 3: Mo-Fr 3p-12a ET

     * WFM Tactical Analyst 1: Tu-Sa 8a-5p ET
     * WFM Tactical Analyst 2: Mo-Fr 10a-7p ET
     * WFM Tactical Analyst 3: Mo-Fr 3p-12a ET​

Desired Qualifications:

• Intellectually curious mindset with ability to critically evaluate processes/performance 
• Evidence of leveraging data & analysis to drive business results
• Experience working within the Bank's data infrastructure (SQL Server, Teradata, Hadoop, DB2, etc.)
• Experience with process design/redesign (ex. Six Sigma, Engineering)

Skills:

• Analytical Thinking
• Business Operations Management
• Oral Communications
• Risk Management
• Workforce Analytics
• Continuous Improvement
• Crisis Management
• Decision Making
• Process Management
• Written Communications
• Business Analytics
• Data Quality Management
• Project Management
• Reporting
• Research

Shift:

1st shift (United States of America)

Hours Per Week:

40