Production Service Lead

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. 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!

Job Description:

This job is responsible for providing IEX WFM and EEM Level 1 support, including maintenance of organizational entities through the change control process, application upgrades, patches, break fixes, and communication of related events. The role supports the research and deployment of new technologies and tools for Workforce Management and works closely with Client Care Contact Centers, GWIM, Advanced Client Solutions, Credit Assistance, and other Workforce Management teams to ensure consistency across supported functions.

Responsibilities: 

• IEX WFM server and EEM Cloud monitoring
• User access management and audits
• ACD migration support for Workforce Management (Genesys Outbound, VoIP)
• Administration of the EEM mobile app, portal configuration, and users.
• Ensuring that application changes and fixes are understood, tested, communicated, trained, and deployed.
• Deploying solutions, leading initiatives and project meetings across Workforce Management, and partnering with Capacity Managers, Schedulers, Workforce Management teams, LOB leaders, Reporting, Finance, Incentive teams, technology partners/vendors, and other key business partners.

Required Qualifications:

• 3+ years of experience in Workforce operations; utilizing NICE IEX WFM, Aspect or similar workforce program.
• Contact Center scheduling applications, Microsoft Office, Excel, PowerPoint, Visio, Access and SharePoint.
• Understanding of scheduling processes and procedures and Workforce management daily responsibilities.
• Strong independent decision-making skills must be able to work independently and is not afraid to make a decision and act on it.
• Demonstrated ability to make decisions, adapt to change and recommend creative solutions.
• Highly organized including the ability to manage multiple responsibilities and prioritize.
• Ability to adjust rapidly to changing demands and priorities. Analytical skills; complex problem-solving skills; ability to lead “horizontally”; effective communication skills; self-motivated; ability to lead and manage multiple projects and initiatives. Ability to communicate across and up the organization.
• Demonstrated ability to solve problems and make decisions.
• Excellent meeting facilitation and presentations skills a must.

Desired Qualifications:

• Bachelor’s Degree or higher preferred
• 5+ years in Workforce Operations
• 3+ years Contact Center Technology Experience

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$84,000.00 - $105,500.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

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.

Benefits

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.