Workforce Management Analyst - Service Level Coordinator

Bank of America•Jacksonville, FL

2d•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 Capacity Resource Specialist role is responsible for managing capacity and service levels across the 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 or 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 CRS 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 Capacity Resource Specialist will also support key business initiatives to improve the overall Client Experience through: 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

2+ years contact center experience (Prior WFM experience highly preferred)
Knowledge of skills based call routing and associate proficiencies within all segments
Strong knowledge of Merrill Edge systems, processes, clients and platforms
Proficiency in Excel required
BS/BA Degree and/or equivalent combination of education and experience required
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 and information
Lives the Bank of America Core Values: delivers for clients and shareholders, trusts in the team, embraces the power of our people, acts responsibly and promotes opportunity.

Nice To Haves

Prior Workforce Management experience

Responsibilities

Dynamically manage call center workforce for activities across a network of 6 Merrill Edge sites
Optimize service levels on a real time basis. Adjust skilling and or planned events as per the established parameters
Partner closely with ME 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