Senior Operations Analyst - CMM Console
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! This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.
Requirements
- 1+ years of Resource Planning experience
- 1+ years of experience in a Business Operations and/or Technical background
- 3+ years of Contact Center experience
- Relationship management skills (advise, influence, and consult)
- Strong diagnostic, analytical and problem solving skills with attention to detail, accuracy and follow up
- Proficient with Microsoft Office tools (Outlook, Communicator, Word, Excel, and SharePoint)
- Must demonstrate ability to make timely business decisions with little or no guidance needed
- Good communication skills (written and verbal)
- Able to work independently or as a part of the team
- The ability to thrive in a non-matrix environment
Nice To Haves
- Proficient with Avaya, SharePoint, NICE IEX, Genesys applications and other contact center applications
- Familiarity with Workforce Management and Operational strategies
- Process Improvement experience
- Strong organizational skills and ability to multi-task
- Ability to interact with all levels of management
Responsibilities
- Leads implementation for products, services, and operational solutions
- Manages the design, documentation, implementation, and monitoring of new products and services
- Consults on procedural, technical, and operational changes
- Advances business products knowledge within operations environment
- Fosters relationships with partners and teammates
- Inspects data to identify issues and trends
- Presents reporting on key performance and implementation status
Benefits
- access to paid time off
- resources and support to our employees
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
