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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! The Service Level Coordinator 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. As a member of the Capacity and Channel Optimization organization, the Service Level Coordinator will also support key business initiatives to improve the overall Client Experience.
