Customer Segment Consultant 1

Bank of America • Jacksonville, FL

12d • 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! Enterprise Job Description : The Sr. Service Level Optimization Team Manager role is responsible for leading a team of service levels optimization associates in support of the Consumer Investments 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 / 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 SLOTM 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 Optimization Team Manager will also support key business initiatives to improve the overall Client Experience through: Team Training & Development Key Decision Making for LOB 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

• Experience in workforce planning, capacity planning, or contact center analytics
• Proven people leadership and team development experience
• Strong analytical skills with the ability to influence decisions through data
• Advanced proficiency in Excel and workforce management/reporting tools
• Excellent communication and stakeholder management skills
• 3+ years of direct contact center experience and working knowledge of WFM roles, methods and tools required
• 2+ years prior WFM experience required (3-5 years highly preferred)
• Strong business, operational, and procedural knowledge of a call center required
• Knowledge of skills based call routing and associate proficiencies within all segments required.
• Advanced knowledge of MS Excel required
• BS/BA Degree and/or equivalent combination of education and experience required
• Strong knowledge of Merrill Edge systems, processes, clients and platform preferred
• Demonstrated ability to manage, mentor and coach for success
• 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.
• Strong knowledge of Consumer Investment systems, processes, clients and platform preferred

Nice To Haves

• Experience supporting large scale contact center operations
• Familiarity with NICE WFM, OBI, or similar workforce management platforms
• Background in financial services or consumer investment environments
• Advanced knowledge of OBI/XML/SQL highly preferred
• Strong knowledge of Merrill Edge systems, processes, clients and platform preferred

Responsibilities

• Function as a Team Manager for the Service Level Capacity Resource Specialist staff.
• Dynamically manage call center workforce for activities across a network of 6 Consumer Investments sites
• Optimize service levels on a real time basis. Adjust skilling and or planned events as per the established parameters
• Partner closely with CI 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 o Partner with the technology team for the real-time tracking and communication of customer and associate affecting outages o Communicate BCP events to multiple departments to ensure the continuous operations of critical business units occur o Deliver regular updates to our leadership team for consistent transparency of call center metrics
• Perform other duties as requested by supervisor

Benefits

• This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level