Senior Operations Consultant

Bank of America•Rio Rancho, NM

6d•$71,000 - $106,400•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! Job Description: This job is responsible for resolving day-to-day complex problems, researching, and executing on complex transactions for multiple sites or larger business unit(s). Key responsibilities include leading the design, development, and implementation of products, systems, processes, and services using discretion within the project management methodologies, with a focus on continuous improvement. LOB Job Description: The Contact Center Forecaster is responsible for developing, maintaining, and implementing accurate strategic forecasts using statistical and quantitative analysis to support effective staffing plans. This role conducts detailed metric analysis to identify trends, understand variances, and assess operational impacts. The forecaster translates demand forecasts into staffing requirements and service performance projections that inform operational and financial planning. The role provides consultation and recommendations to leadership on performance improvement opportunities and delivers analytical and logistical support for initiative sizing and business impact assessments. This position partners closely with Capacity Managers, Operations, Workforce Management, Finance, and Initiative Owners to evaluate changes, assess trade offs, and ensure service levels, efficiency goals, and broader business objectives are met.

Requirements

Demonstrated experience in call center forecasting with strong, broad business acumen.
3+ years of related experience and strong performance in one or more of the following disciplines: Forecasting, Capacity Planning, Contact Center Support, or Business Support.
Experience performing quantitative and qualitative analysis of contact center metrics and business processes.
Effective application of statistical forecasting techniques.
Intermediate to advanced proficiency in Microsoft Excel and Access, modeling methodologies, and business principles related to strategic planning.
Ability to clearly represent, communicate, and explain complex models and forecasting principles to executive‑level audiences.
Strong capability to define data requirements, gather and validate data, apply sound judgment, and perform appropriate statistical tests.
Strong executive‑level communication skills with the ability to “tell the story” behind the data.
Excellent time management skills; delivers strong results under tight deadlines
Ability to work independently, draw meaningful conclusions and develop recommendations
Motivated to work closely with other team members of varying levels of seniority, geographical areas and experience within a cross functional team

Nice To Haves

Knowledge of complex relational databases, mathematical modeling and statistical software, financial planning and utilizing NICE IEX WFM
Skills: Critical Thinking Customer and Client Focus Decision Making Problem Solving Risk Management Adaptability Attention to Detail Collaboration Issue Management Analytical Thinking Oral Communications Presentation Skills

Responsibilities

Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise
Manages projects and direct activities of a team related to special initiatives
Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives
Builds relationships with business partners across various Lines of Business
Manages and defines responsibilities and accountabilities for key program and projects
Develop and maintain contact center metric forecasts, including monthly and long‑range projections.
Apply appropriate statistical modeling techniques and calibrate projected customer service level outcomes.
Conduct driver analyses, monitor demand drivers, and regularly maintain and refit forecasting models.
Translate demand forecasts into staffing requirements and hiring plans.
Build and manage service‑level projection curves and perform scenario and sensitivity analyses.
Decompose performance metrics, conduct variance analyses, and deliver clear, actionable insights.
Support and advise on sizing of planned events and initiatives, and recommend mitigation strategies based on analytical findings.
Appropriately communicate metric analysis, decomposition and forecast methodology and output to senior level management