Workforce Management Analyst - Service Level Coordinator

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!

Enterprise Job Description:
The Capacity Resource Specialist role is responsible for managing capacity and service levels across the 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 or 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 CRS 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  Capacity Resource Specialist will also support key business initiatives to improve the overall Client Experience through:

•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.

RESPONSIBILITIES:

•Dynamically manage call center workforce for activities across a network of 6 Merrill Edge sites

•Optimize service levels on a real time basis. Adjust skilling and or planned events as per the established parameters

•Partner closely with ME 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

oPartner with the technology team for the real-time tracking and communication of customer and associate affecting outages oCommunicate BCP events to multiple departments to ensure the continuous operations of critical business units occur

oDeliver regular updates to our leadership team for consistent transparency of call center metrics

•Perform other duties as requested by supervisor

Required Qualifications:

• 2+ years contact center experience (Prior WFM experience highly preferred)

• Knowledge of skills based call routing and associate proficiencies within all segments

• Strong knowledge of Merrill Edge systems, processes, clients and platforms

• Proficiency in Excel required

• BS/BA Degree and/or equivalent combination of education and experience required

• 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 and information

• Lives the Bank of America Core Values: delivers for clients and shareholders, trusts in the team, embraces the power of our people, acts responsibly and promotes opportunity.

Desired Qualifications:

• Prior Workforce Management experience  

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range

$26.75 - $35.18 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

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.