Consumer Systems Analyst I

Bank of America•Kennesaw, GA

1d•Onsite

About The Position

At Bank of America, the Consumer Systems Analyst I works within Credit Assistance Contact Delivery Optimization, an organization that assists clients with credit cards, deposits, vehicle loans, and home loans during difficult times while mitigating losses for the Bank. The role is part of Workforce Management, which accounts for and maximizes employee availability to meet company expense and loss plans and ensure contact center employees are available to serve customers. The Workforce Management Analyst handles day-to-day accounting, coordination, and problem resolution for division contact center employee scheduling. The role executes strategic initiatives, manages employee scheduling needs, optimizes resources to meet Front Line Unit (FLU) service-level targets, coordinates monthly staffing changes, communicates with operational leaders and support partners, reports and analyzes key metrics, and identifies, assesses, and escalates concerns. This position operates in a fast-paced environment and requires organization, adaptability, and strong communication with WFM peers, Call Delivery peers, Resource Planning, FLU leaders, and The Academy. The analyst also assesses processes, identifies opportunities to streamline or develop processes, evaluates performance data, and expands the use of existing technology based on sound business logic. The listed schedules vary by assignment and include weekday and weekend coverage; the role is identified as second shift and 40 hours per week.

Requirements

At least 1 year of current Credit Assistance experience.
At least 1 year of contact center or support experience.
At least 1 year of working knowledge of WFM platforms such as IEX or Aspect.
Strong problem-solving and interpersonal skills, with the ability to adapt quickly to new technologies, methodologies, and processes.
Demonstrated organizational effectiveness and time-management skills.
Ability to work independently and meet target deliverable dates.
Ability to build relationships and collaborate across teams to develop solutions and resolve issues.
Skill with MS Office, including Excel, PowerPoint, and Word, and SharePoint.
Proficient written and oral communication skills, including communication with executive-level leadership.
Schedule flexibility to work varying hours, including AM and PM shifts, weekdays, weekends, and minor holidays.

Nice To Haves

Intellectual curiosity and the ability to critically evaluate processes and performance.
Evidence of leveraging data and analysis to drive business results.
Experience with the Bank’s data infrastructure, such as SQL Server, Teradata, Hadoop, or DB2.
Experience with process design or redesign, such as Six Sigma or Engineering.

Responsibilities

Support operations enablement activities for a business unit.
Track, monitor, and plan resources to optimize operational call delivery strategies across inbound and/or outbound channels.
Manage inputs and the effectiveness of line-of-business technologies to reduce idle time and maximize business results.
Use systems and analysis in a repetitive or production-oriented environment to drive business results.
Execute call delivery strategies for a managed Front Line Unit (FLU) through applicable technology interfaces.
Monitor technology performance to minimize idle time and ensure strategies are effectively delivered.
Escalate production risks and opportunities to key stakeholders.
Educate and support the business through direct interaction with FLU and support partners.
Build connections with FLU partners to align expectations and strategy objectives.
Support and influence implementation of new technologies and strategies using business acumen.
Guide associates within the unit regarding procedural, technical, and operational changes.
Coordinate employee scheduling needs and monthly staffing changes.
Report and analyze key metrics and identify, assess, and escalate concerns.
Assess processes and performance data, identify process improvements, and expand the use of current technology based on sound business logic.