Senior Operations Consultant

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:

The Sr. Scheduler & Planner Specialist role is responsible for creating accurate short term forecasts based on the Sr. Planning & Analysis Resource Specialist forecast plan, manage the event calendar, and produce accurate schedules based on the forecast plan & events taking place for the specific schedule run. Once the short term forecast has been established, He / She will then need to produce optimal daily & weekly schedules for the given forecast period. This role is critical to the delivery of a high touch service model and efficient operational unit. He / She makes key decisions related to forecasting, scheduling & event planning. The SFS will form strategic relationships with business partners to maximize resources required achieving service level goals on a forward looking 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 Sr. Scheduler & Forecast Specialist will also support key business initiatives to improve the overall Client Experience through:

• Schedules / Changes to Base Schedules - Permanent schedule changes
• Schedule / Shift Bid Management
• Associate Readiness Management / Optimization
• New Hire set-up in WFM
• WFM NICE maintenance/updates
• Understanding of Skills Based Routing Logic to determine base schedules and overall coverage
• 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
• Assist with Agent Schedules / Changes to Base Schedules - Permanent schedule changes / Publish Schedules / Team Changes.
• Support with creating Short Term Interval Level Forecasting / Staff Planning Management / Event & Calendar Management.
• Partner with SOC for Schedule / Shift Bid Management / Vacation Bid Management.
• Support the SOC with Event Planning & Management – Calendar Management.
• Help SOC with Associate Readiness Management / Optimization.
• Assist in Creating & Building New Hire set-up in WFM.
• Aid with WFM IEX updates.
• Understanding of Skills Based Routing Logic to help define base schedules and overall coverage.

Required qualifications

• 3+ years of direct contact center experience required 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 dynamic call routing models and how they affect headcount requirements required.
• Prior knowledge of WFM scheduling tools required (Genesys /IEX/etc…)
• Prior experience forecasting, scheduling & event planning experience within a contact center highly preferred
• Fundamental understanding of contact center forecasting / scheduling / event planning methodology required
• BS/BA Degree and/or equivalent combination of education and experience required
• Strong knowledge of Merrill Edge systems, processes, clients and platform preferred
• 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
• Excellent communication and written skills; clearly conveys concepts and information   

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, and services using discretion within the project management methodologies, with a focus on continuous improvement.

Responsibilities:

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

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Bel Air - 307 S Tollgate Rd - TOLLGATE ROAD OFFICE (MD4642), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range

$72,500.00 - $105,100.00 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.