Consumer Systems Analyst I 2nd Shift

Bank of America•Tampa, FL

1d•Onsite

About The Position

This job is responsible for supporting operations enablement activities in support of a business unit. Key responsibilities include resource tracking, monitoring, and planning associated with optimizing operational call delivery strategies across inbound and/or outbound channels. Job expectations include managing inputs and effectiveness of line of business technologies to reduce idle time and maximize business results. Additional expectations include leveraging systems and analysis in a repetitive or production-oriented environment to drive business results.

Requirements

Current Retail Credit Operations experience
Strong analytical and problem solving skills
Intellectually curious with a mind for innovation and proven ability to execute objectives in a data driven environment
The ability to grasp new concepts and collaborate across different teams/business units in order to drive change
Goal oriented individual who maintains their composure in a fast paced and dynamic environment
A proven ability to quickly and accurately condense robust and complex data from various sources into meaningful information to drive strategic change across different portfolios
An individual who can demonstrate an aptitude to design and implement a test-and-learn approach to manage our company’s exposure to risk
Skilled with MS Office (Excel, Access, Word, and PowerPoint)
Proficient at written and oral communication, including presentation skills

Nice To Haves

Bachelors degree
SQL Certification
Genesys Cloud experience

Responsibilities

Executes on call delivery strategies for a managed line of business through applicable technology interfaces
Monitors technology performance to ensure agent idle time is minimized and strategy is being effectively delivered
Escalates production risks and opportunities across various key stakeholders
Educates and supports Line of Business (LOB) needs through direct interaction with frontline unit agents and business support
Establishes connections with LOB 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