Operations Consultant

Bank of America•Pennington, MD

4d•$68,400 - $95,500•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 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! The Operations Consultant role is responsible for supporting the Sr. Operations Consultant (SOC). This role is critical to the delivery of a high touch service model and efficient operational unit. He / She helps make key decisions related to forecasting, scheduling & event planning. The Operations Consultant will form strategic relationships with business partners to maximize resources required to achieve service level goals while balancing the needs of associates and support key business initiatives to improve the overall client experience. He / She will assist with creating optimal daily and weekly schedules for given forecast periods. 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. This job is responsible for the day-to-day resolution of complex problems and the research and execution of complex transactions for a single site/business unit or smaller business unit(s). Key responsibilities include strategically advising upon the design, development, and implementation of products, systems, and services using discretion within the project management methodologies.

Requirements

2+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.), required.
1+ years prior WFM experience required (2-3 years highly preferred).
Strong business, operational, and procedural knowledge of a call center required.
General knowledge of dynamic call routing models and how they affect headcount requirements required.
BS/BA Degree and/or equivalent combination of education and experience required.
Ability to adjust rapidly to changing demands and priorities.
Presentation, communication, and written skills; clearly conveys concepts and information.
Strong organizational skills and attention to detail is critical in this role.
Strong time management and prioritization skills.
Ability to work effectively under pressure and time constraints.

Nice To Haves

Analytical and Quantitative skills preferred.
Prior experience and a fundamental understanding of call center forecasting, agent scheduling & event planning within a contact center highly preferred.
General knowledge of Consumer Investments systems, processes, clients, and platform preferred.

Responsibilities

Advises on the design, development, and implementation of complex products, systems, and services in an operations environment using discretionary judgment
Advises on projects and directs activities of a team related to special initiatives
Advises as a technical expert in assigned area, providing an understanding of the business unit's operations processes and implications on other groups within the operations function
Consults on present-state, develops alternative future-state approaches, and facilitates implementations by creating a clear and coherent approach to guide effective program/initiative setup, execution, and control
Identifies and recommends responsibilities and accountabilities for key programs/projects
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leads and encourages the identification, escalation and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.