Consumer Systems Analyst I

Bank of America•Newark, NJ

6h•Onsite

About The Position

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. The Workforce Management Tactical 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 processing of FLU scheduling requests, processing call out IVR requests, testing of system functionality, auditing data accuracy, and identification/assessment/escalation of concerns, among other responsibilities. The team operates in a fast paced environment so organization and adaptibility are critical. Strong communication skills are also important to ensure requests are scheduled properly - key partners will be WFM Analysts, FLU leaders, and Operational Support Leads. 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.

Requirements

At least 6 months of current Credit Assistance experience
At least 6 months of contact center/support experience
At least 6 months working knowledge of WFM platforms (IEX or Aspect)
Demonstrated success with organizational effectiveness and time management skills
Strong problem solving abilities and interpersonal skills, with quick adaptation to new technologies, methodologies, and processes
Ability to work independently, achieve target deliverable dates, and properly escalate concerns
Skilled with MS Office (Excel, PowerPoint, Word) and SharePoint
Proficient at written and oral communication
Flexibility in schedule to work varying hours including AM & PM shifts, weekdays and weekends, and minor holidays

Nice To Haves

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)

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
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