Senior Operations Consultant - Employee Tech Support

Senior Operations Consultant - Employee Tech Support

Apply locations Pennington Chandler time type Full time posted on Posted Yesterday job requisition id 24044443

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

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, complex products, and services in an operations environment using discretion within the project management methodologies, with a focus on continuous improvement. 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.

This role is 1st shift in Arizona and 2nd shift in New Jersey.

Responsibilities:

• Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise.
• Manages projects and directs 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.

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

Required Qualifications:

• 3+ years of experience in at least one of the following areas: Inbound queue management, Workforce management strategic scheduling, IEX platform proficiency, Call Delivery, Genesys call routing and skilling, Telephony design and support, Call Center Operations.
• IEX platform familiarity (focus on administrative tool sets and exporting of scheduling data).
• Tactical forecasting experience – trend analysis, staffing model creation, maintaining accurate assumptions.
• Strong organizational and time management skills.
• Excellent oral and written communication skills - Specifically to WFM related topics and deliverables.
• Ability to work in a fast-paced, high-profile environment.
• Proven ability to demonstrate/act with urgency.
• Proficient with Microsoft Office suite.
• Strong analytical and data mining skills.
• Schedule flexibility in support of a 24-hour operation (Role could require evening or weekend rotation to cover for vacation/sabbaticals).
• Understanding of real-time monitoring tactics in a call center environment.

Desired Qualifications:

• Knowledge of WFM, IEX or other Workforce Management Applications.
• Ability to adapt in a constantly changing environment.
• Previous experience with Global Service Desk.
• Project/initiative management experience.
• Previous experience working in a Technical Support Call Center.

Minimum Education Requirement: Bachelor's degree or equivalent work experience.

Shift: 2nd shift (United States of America)

Hours Per Week: 40