Customer Segment Consultant 1

Bank of America•Lincoln, NE

14d•Onsite

About The Position

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! Enterprise Job Description: The Sr. Service Level Optimization Team Manager role is responsible for leading a team of service levels optimization associates in support of the Consumer Investments contact centers in the real-time environment. This role is critical to the delivery of a high touch service model and efficient operational unit, and He / She makes key decisions related to the scheduling, skilling, proficiency call routing, and resources needed to execute the strategy set forth by the leadership team. The SLOTM will partner with contact center managers and Workforce to maximize resources required achieving service level goals on a daily basis while balancing the needs of associates and clients in support of a superior experience. In addition, as a member of the Capacity and Channel Optimization organization, the Service Level Optimization Team Manager will also support key business initiatives to improve the overall Client Experience through: • Team Training & Development • Key Decision Making for LOB • Intraday Service Level Management • Intraday Workforce Optimization • Intraday KPI Communications • BCP Staff Management • Adherence / Exception Management 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.

Requirements

Experience in workforce planning, capacity planning, or contact center analytics
Proven people leadership and team development experience
Strong analytical skills with the ability to influence decisions through data
Advanced proficiency in Excel and workforce management/reporting tools
Excellent communication and stakeholder management skills
3+ years of direct contact center experience and working knowledge of WFM roles, methods and tools required
2+ years prior WFM experience required (3-5 years highly preferred)
Strong business, operational, and procedural knowledge of a call center required
Knowledge of skills based call routing and associate proficiencies within all segments required.
Advanced knowledge of MS Excel required
BS/BA Degree and/or equivalent combination of education and experience required
Strong knowledge of Merrill Edge systems, processes, clients and platform preferred
Demonstrated ability to manage, mentor and coach for success
Must demonstrate strong client and associate focus
Ability to adjust rapidly to changing demands and priorities
Ability to think analytically, utilize good research skills, develop multiple solutions, and know what resources to engage to resolve issues
Demonstrates “self-starter” behavior, a willingness to help others, and shows potential to require minimal supervision
Initiates and builds relationships with all levels of the organization
Excellent communication and written skills; clearly conveys concepts.

Nice To Haves

Experience supporting large scale contact center operations
Familiarity with NICE WFM, OBI, or similar workforce management platforms
Background in financial services or consumer investment environments
Advanced knowledge of OBI/XML/SQL highly preferred
Strong knowledge of Merrill Edge systems, processes, clients and platform preferred

Responsibilities

Function as a Team Manager for the Service Level Capacity Resource Specialist staff.
Dynamically manage call center workforce for activities across a network of 6 Consumer Investments sites
Optimize service levels on a real time basis. Adjust skilling and or planned events as per the established parameters
Partner closely with CI Leadership Team to ensure the most efficient use of resources
Analyze real-time call center metrics (Service Level, AHT, Productivity and Volumes) to determine patterns/trends, and make recommendations as necessary
Collaborate with key business partners to identify opportunities for improvement of resource utilization and service levels
Administration and Utilization of all WFM applications
Administration of Capacity Resource Inbox
Basic Report Generation and Administration (Excel based reports)
Maintain proper communication channels regarding events that impact our call centers
Partner with the technology team for the real-time tracking and communication of customer and associate affecting outages
Communicate BCP events to multiple departments to ensure the continuous operations of critical business units occur
Deliver regular updates to our leadership team for consistent transparency of call center metrics
Perform other duties as requested by supervisor