Workforce Manager Global Operations

Bank of America; Chester; On-site; GBP 42,000 - 68,000; Full time

Benefits offered by this job

Private healthcare

Pension plan

Maternity leave

Wellbeing benefits

Job summary

Bank of America in Chester is seeking a Workforce Manager to lead forecasting, capacity planning, scheduling and real-time monitoring within a busy Contact Centre serving Commercial Card clients.

The role focuses on performance analysis, resource utilisation and collaboration with stakeholders across teams to ensure service levels and productivity targets are met.

Qualifications

• Experience working in a Contact Centre environment.
• Strong knowledge of Workforce Management principles, tools and methodologies.
• Excellent data accuracy and attention to detail.
• Ability to turn data into clear messages for senior stakeholders.
• Analytical and problem-solving approach with good decision-making.

Responsibilities

• Analyse call data, prepare forecasts and capacity plans, and support staffing alignment.
• Create schedules, manage holidays and sickness, monitor adherence to service delivery.
• Optimise service levels in real time by adjusting skills and resources.
• Respond to events impacting Contact Centre performance.
• Collaborate with management and stakeholders to improve resource utilisation and service levels.
• Monitor metrics (service level, AHT, productivity, volumes) to identify trends and take action.
• Operate Workforce Management applications and produce Excel-based reporting.
• Provide updates to leadership on key metrics and events.

Skills

Contact Centre experience

Workforce management

Data analysis

Communication

Stakeholder management

Attention to detail

Multi-tasking

Tools

Workforce Management software

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.

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.

The Team:

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 Contact Centre servicing prestigious Commercial Card clients.

Role Description:

Our Chester team brings together colleagues from diverse backgrounds, with a range of skills, experiences and perspectives. The Workforce Manager supports effective workforce planning and operational efficiency within a busy Contact Centre.

The role focuses on forecasting, capacity planning, scheduling, real-time monitoring and performance analysis to maintain service levels and improve productivity. The successful candidate will act as a subject matter expert, building a strong understanding of operational processes and how they connect across teams and functions.

Candidates will ideally bring experience in a similar Contact Centre environment, with strong knowledge of Workforce Management principles, tools and methodologies.

Responsibilities:

• Analyse call data, prepare forecasts and capacity plans, and support effective staffing alignment.
• Create schedules, manage holidays and sickness, and monitor adherence to support service delivery.
• Optimise service levels in real time by adjusting skills, planned activity and resources within agreed parameters.
• Respond quickly and effectively to unexpected events impacting Contact Centre performance.
• Partner with management and business stakeholders to improve resource utilisation and service levels.
• Monitor Contact Centre metrics, including service level, AHT, productivity, volumes and agent status, to identify trends and recommend action.
• Administer Workforce Management applications and produce accurate Excel-based reporting.
• Provide clear updates to leadership and stakeholders on key metrics and events impacting performance.

What we are looking for:

• Experience working in a Contact Centre environment.
• Good knowledge of Workforce Management tools and methodologies.
• Careful attention to detail and data accuracy.
• Ability to turn data into clear messages for senior stakeholders.
• Analytical and problem-solving skills, with a thoughtful approach to decisions.
• Ability to manage multiple priorities effectively.
• Proactive and collaborative approach, with a willingness to support others.
• Clear written and verbal communication skills.

Benefits of working at Bank of America:

UK

• At 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