Workforce Manager Global Operations

Bank of America; Chester; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Private healthcare

Pension plan

Maternity/paternity leave

Flexible benefits

Wellbeing resources

Volunteer opportunities

Job summary

Bank of America in Chester seeks an experienced Workforce Manager to drive forecasting, capacity planning and scheduling in a busy Contact Centre serving Commercial Card clients. You will monitor performance, optimise service levels and report on key metrics to leadership.

The role requires strong data analysis, attention to detail and collaboration across teams. Office-based role at Chester Business Park with competitive benefits.

Qualifications

• Experience in a Contact Centre environment.
• Strong knowledge of Workforce Management principles, tools and methodologies.
• Excellent data accuracy and attention to detail.
• Ability to translate data into clear messages for senior stakeholders.

Responsibilities

• Analyse call data, prepare forecasts and capacity plans, supporting staffing alignment.
• Create schedules, manage holidays and sickness, monitor adherence to service delivery.
• Optimise service levels in real time by adjusting skills and resources within parameters.
• Respond quickly to events impacting Contact Centre performance.
• Collaborate with management and stakeholders to improve resource utilisation and service levels.
• Monitor metrics such as service level, AHT, productivity and volumes, identifying trends and actions.

Skills

Forecasting

Capacity planning

Scheduling

Real-time monitoring

Performance analysis

Excel reporting

Data analysis

Stakeholder communication

Team collaboration

Tools

Workforce Management tools

Job description

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.

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

Opportunity and Inclusion

Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success.

Global Impact

Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates.

Our Values

Learn about our four values that represent what we believe.

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.