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 performing more complex analysis and modeling to minimize loss exposure and negative impacts to the customer experience. Key responsibilities include utilizing a variety of systems such as Excel, SAS, SQL, Tableau, and other relational data bases to provide analytical support on strategies, ensure goals are met, and propose policy and procedural changes within segmentation structures to produce optimal results. Job expectations include evaluating data to assess potential fraud risk and create mitigation strategies.

Responsibilities:

• Recommends ways to help the business achieve desired outcomes and make informed business decisions using data analysis outputs

• Performs complex analysis of financial models, market data, financial data, and portfolio trends to understand product performance and improve portfolio risk, profitability, performance forecasting, and operational performance

• Leads coordination of the production of product performance reports and updates for senior management

Line Of Business Description:

Responsible for performing more complex analysis and modeling to determine resolution of complex problems and the execution of complex transactions for multiple business unit(s) or segments. Leads in the design, development and implementation of complex products, systems and services in an operations environment. 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. Duties include the regular use of discretion, independent judgment, the ability to communicate with multiple levels of management and the utilization of core leadership behaviors. 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. Bachelor’s degree or equivalent preferred. Individual typically has 5-7 years of experience.

Resource Planning Support Role Responsibilities

• The primary responsibility of this position is to provide analytical support to the Forecast and Capacity Management Team within the Client Services Division

• Focus on driving Op Ex through data insights, data delivery, reporting automation, and model enhancement

• Develop necessary analytics for strategic staffing forecasts leveraging available metric data; strategies, and constraints; performance targets; and business strategies and partner across resource planning teams to optimize analytical methods to achieve strategic priorities

• Provide support to Forecasters and Capacity Managers on day-to-day line of sight, gathering and complex analysis of contact center metrics and their impacts on strategic planning

• Additional areas of focus include summaries of various key performance indicators and metrics over time and against forecast, the assessment and development of tools to automate and streamline the processes and make them more effective, uncover actionable business insights to drive responses to call center performance trends, control planning to ensure consistency and performance excellence across the forecasting continuum, and engagement across the Resource Planning Team for process integration

Required Qualifications:

• 3+ years of experience utilizing NICE IEX WFM, Aspect EWFM, or similar workforce program

• Intermediate Excel proficiency, strong analytical skills; complex problem-solving skills; ability to lead “horizontally”; effective communication skills with technical and non-technical audiences and quickly elevate risks; self-motivate

• Understanding of capacity planning and forecasting processes and procedures and Workforce management operations

• Ability to manage multiple projects and to translate, communicate, and present complex analytical and quantitative concepts to executive leadership

• Strong written and oral communication skills with broad business acumen; Excellent meeting facilitation and presentations skills a must

• Must be able to work independently as well as with a team and is confident in making and implementing recommendations

Desired Qualifications:

• 3+ years of experience in Workforce Operations and/or forecasting capacity planning

• Data manipulation skills, modeling, forecasting experience

• Experience with more advanced analytical, visualization and data extraction tools

• Knowledge of Bank systems and Call Center Operations environment

• 5-7 years of related experience in Capacity Planning, Forecasting or related field

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 - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501)Pay and benefits informationPay range$82,100.00 - $125,600.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis 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.BenefitsThis 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.