Call Operations Analyst

Bank of America; Chester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private healthcare

Competitive pension

Paid parental leave

Flexible benefits

Growing career opportunities

Job summary

Bank of America Chester is seeking a Call Operations Analyst to support Workforce Management in a busy Contact Centre. The role focuses on scheduling, real-time monitoring, and performance analysis to maintain service levels and drive productivity.

You will work as the technical expert in your area, developing a deep understanding of operations processes and how they affect the broader organization, while delivering a superior level of client service.

Qualifications

• Experience working in Contact Centres.
• Attention to detail.
• Strong analytical, conceptual and problem-solving skills; critical thinker.
• Highly organized with ability to manage deliverables on multiple projects and priorities.
• Willingness to learn and develop in role, ability to quickly learn new skills.
• Excellent written, verbal and communication skills.
• Comfortable using Microsoft Office Suite (Excel, PowerPoint, in particular).
• Ability to work in a team environment as well as independently.

Responsibilities

• Develop schedules, manage holidays and sickness, monitor adherence.
• Optimize service levels on a real time basis. Adjust skilling and or planned events as per the established parameters.
• React to unexpected events quickly and calmly.
• Work with Operations team leaders to ensure the most efficient use of resources.
• Analyse real-time Contact Centre metrics (Service Level, AHT, Productivity, Volumes and Agent Status) to determine patterns/trends, and make recommendations as necessary.
• Administration and Utilization of all Workforce Management applications.
• Report Generation and Administration (Excel based reports).
• Maintain proper communication channels regarding events that impact our Contact Centres.
• Deliver regular updates to our leadership team for consistent transparency of Contact Centre metrics.
• Perform other duties as requested.

Skills

Contact Centre

Analytical

Problem-solving

Organization

Communication

MS Office

Tools

Excel

PowerPoint

Job description

Job Description:

Location: EMEA - Chester, UK

Corporate Title: Officer

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!

Location Overview:

Find us in the city of Chester, a destination renowned for its culture, history, and beauty. Working at Bank of America Chester offers a far-reaching global career for a world-renowned organisation, whilst being ideally situated against the backdrop of the rolling North Wales hills and the banks of the serene River Dee.

The Team:

Our Chester team is a global team made up of a diverse range of people from varied backgrounds who each bring unique skillsets and perspectives. The Call Operations Analyst ensures optimal workforce management and operational efficiency within a busy Contact Centre.

This particular role focuses on scheduling, real-time monitoring, and performance analysis to maintain service levels and improve productivity and efficiency. You will function as the technical expert in their assigned area and should have the ability to quickly develop understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company.

Role Description:

We have a fantastic opportunity for an individual experienced in Workforce Management, available here in our office on Chester Business Park. This is a newly created role within a busy department focused on servicing prestigious Commercial Card clients. The primary objective of the role is to provide a superior quality experience, adding value, and doing both as efficiently and effectively as possible whilst maintaining our high standards of ‘client delight’.

Responsibilities:

• Develop schedules, manage holidays and sickness, monitor adherence.

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

• React to unexpected events quickly and calmly

• Work with Operations team leaders to ensure the most efficient use of resources

• Analyse real-time Contact Centre metrics (Service Level, AHT, Productivity, Volumes and Agent Status) to determine patterns/trends, and make recommendations as necessary

• Administration and Utilization of all Workforce Management applications

• Report Generation and Administration (Excel based reports)

• Maintain proper communication channels regarding events that impact our Contact Centres

• Deliver regular updates to our leadership team for consistent transparency of Contact Centre metrics

• Perform other duties as requested

What we are looking for:

Experience working in Contact Centres

• Attention to detail

• Strong analytical, conceptual and problem-solving skills; critical thinker

• Highly organized with ability to manage deliverables on multiple projects and priorities simultaneously

• Willingness to learn and develop in role, ability to quickly learn new skills

• Excellent written, verbal and communication skills

• Comfortable using Microsoft Office Suite (Excel, PowerPoint, in particular)

• Ability to work in a team environment as well as independently

• Self‑motivation, self‑direction, organizational skills and the ability to manage multiple priorities without sacrificing quality or timelines

Benefits of working at Bank of America:

UK

• Bank of America, we strive to prioritise employees’ health and wellbeing – it’s what makes us a Great Place to Work.

• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner

• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons

• We offer 26-weeks paid maternity leave, 16-weeks paid paternity leave and inclusive family leave arrangements for working parents and carers including 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum

• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness, cycle to work etc.

• Use of a flex fund to use towards benefits

• Access to an emotional wellbeing helpline, and virtual GP services

• Access to the Peppy App which provides 1:1 support, consultations and resources relating to men’s health, women’s health, fertility, menopause and pregnancy & parenthood

• Access to a range of gyms, exercise classes and wellbeing Apps through Wellhub, including Headspace and Calm

• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local area

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religious or similar philosophical belief, political opinion, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.