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Senior Operations Consultant - Workforce Management IEX SME

at Bank of America in Newark, Delaware, United States

Job Description

Senior Operations Consultant – Workforce Management IEX SME

Chandler, Arizona;Addison, Texas; Newark, Delaware

Job Description:

LOB Job Description:

This position will be primarily for second shift, however there may be times due to business need we would ask you to work first shift.

Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for multiple sites or larger business unit(s), including research. Leads in the design, development and implementation of complex products, systems and services in an operations environment. Manages projects and direct activities of a team related to special initiatives of an operations nature. Functions as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Provides work direction, guidance and expertise to less experienced associates and provides training to associates and Business Partners on new and complex initiatives. Builds strong relationships with Business Partners across LOBs. Has in-depth understanding of the business unit’s operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 5-7 years of experience.

Required Skills:

5+ years of experience in at least one of the following areas: Inbound queue management, Workforce management strategic scheduling, IEX platform proficiency, Genesys call routing and skilling

2+ years of IEX platform administration (focus on administrative tool sets and exporting of scheduling data)

Strong organizational and time management skills

Excellent oral and written communication skills – Specifically to WFM related topics and deliverables (i.e. Shift Bid Communications)

Ability to work in a fast-paced, high-profile environment

Proven ability to demonstrate/act with urgency

Proficient with Microsoft Office suite

Strong analytical skills

Schedule flexibility in support of a 24-hour operation

Desired Skills:

3+ years in a blended call center environment

Knowledge of WFM, IEX or other Workforce Management Applications

Experience managing call center tools and functions including inbound call delivery queues and IVR

Experience conditioning large data sets into actionable updates/report outs

Proven ability to influence others

Ability to adapt in a constantly changing environment

Experience conducting tactical forecasting

Job Band:

H5

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

LOB Job Description:

This position will be primarily for second shift, however there may be times due to business need we would ask you to work first shift.

Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for multiple sites or larger business unit(s), including research. Leads in the design, development and implementation of complex products, systems and services in an operations environment. Manages projects and direct activities of a team related to special initiatives of an operations nature. Functions as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Provides work direction, guidance and expertise to less experienced associates and provides training to associates and Business Partners on new and complex initiatives. Builds strong relationships with Business Partners across LOBs. Has in-depth understanding of the business unit’s operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 5-7 years of experience.

Required Skills:

5+ years of experience in at least one of the following areas: Inbound queue management, Workforce management strategic scheduling, IEX platform proficiency, Genesys call routing and skilling

2+ years of IEX platform administration (focus on administrative tool sets and exporting of scheduling data)

Strong organizational and time management skills

Excellent oral and written communication skills – Specifically to WFM related topics and deliverables (i.e. Shift Bid Communications)

Ability to work in a fast-paced, high-profile environment

Proven ability to demonstrate/act with urgency

Proficient with Microsoft Office suite

Strong analytical skills

Schedule flexibility in support of a 24-hour operation

Desired Skills:

3+ years in a blended call center environment

Knowledge of WFM, IEX or other Workforce Management Applications

Experience managing call center tools and functions including inbound call delivery queues and IVR

Experience conditioning large data sets into actionable updates/report outs

Proven ability to influence others

Ability to adapt in a constantly changing environment

Experience conducting tactical forecasting

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-21067534

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Michelle Ridout

Referral Bonus:

0

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the “EEO is the Law” poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the “EEO is the Law” Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\EEO\Supplement\Final\JRF\QA\508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

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Job Posting: JC195348830

Posted On: Oct 20, 2021

Updated On: Nov 01, 2021