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Senior Operations Analyst - CMM Console

Bank of America

Newark (NJ)

On-site

Full time

22 days ago

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Job summary

A leading financial institution is seeking a Senior Operations Analyst to enhance operational efficiency and solve day-to-day business issues. This role involves analyzing problems, creating reports, and fostering relationships within teams. Ideal candidates have a background in Business Operations, are skilled in data management, and excel in an independent or collaborative environment.

Benefits

Industry-leading benefits
Paid time off
Support for physical, emotional, and financial wellness

Qualifications

  • 1+ years in Business Operations or Technical background.
  • 3+ years Contact Center experience.
  • Strong analytical and problem-solving skills.

Responsibilities

  • Analyzing day-to-day issues and providing resolutions.
  • Building new procedures and creating reports.
  • Leading implementation of operational solutions.

Skills

Attention to Detail
Monitoring
Written Communications
Continuous Improvement
Critical Thinking
Data Management

Tools

Microsoft Office
Avaya
NICE IEX
Genesys

Job description

Senior Operations Analyst - CMM Console page is loaded

Senior Operations Analyst - CMM Console
Apply locations Newark Jacksonville Lincoln Fort Worth Charlotte time type Full time posted on Posted Yesterday time left to apply End Date: June 24, 2025 (5 days left to apply) job requisition id 25026124

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 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!

Job Description:
This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.

Responsibilities:

  • Leads implementation for products, services, and operational solutions
  • Manages the design, documentation, implementation, and monitoring of new products and services
  • Consults on procedural, technical, and operational changes
  • Advances business products knowledge within operations environment
  • Fosters relationships with partners and teammates
  • Inspects data to identify issues and trends
  • Presents reporting on key performance and implementation status

Required Qualifications:

  • 1+ years of experience in a Business Operations and/or Technical background
  • 3+ years of Contact Center experience
  • Relationship management skills (advise, influence, and consult)
  • Strong diagnostic, analytical and problem solving skills with attention to detail, accuracy and follow up
  • Proficient with Microsoft Office tools (Outlook, Communicator, Word, Excel, and SharePoint)
  • Must demonstrate ability to make timely business decisions with little or no guidance needed
  • Good communication skills (written and verbal)
  • Able to work independently or as a part of the team
  • The ability to thrive in a non-matrix environment

Desired Qualifications:

  • Proficient with Avaya, SharePoint, NICE IEX, Genesys applications and other contact center applications
  • Familiarity with Workforce Management and Operational strategies
  • Process Improvement experience
  • Strong organizational skills and ability to multi-task
  • Ability to interact with all levels of management

Skills:

  • Attention to Detail
  • Monitoring, Surveillance, and Testing
  • Policies, Procedures, and Guidelines Management
  • Regulatory Compliance
  • Written Communications
  • Adaptability
  • Business Acumen
  • Continuous Improvement
  • Critical Thinking
  • Process Mapping
  • Change Management
  • Consulting
  • Data Management
  • Reporting
  • Research

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - RI - Lincoln - 670 George Washington Hwy (RI1541)Pay and benefits informationPay range$28.01 - $40.55 hourly pay, offers to be determined based on experience, education and skill set.Predictable payThis role is compensated with a base salary and is not incentive eligible.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.

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