WFM Analyst I: Optimize Contact Center Delivery

Talentify; Kennesaw (GA); On-site; USD 52,000 - 76,000; Full time

Job summary

Bank of America is seeking a Workforce Management Analyst to support Credit Assistance and division contact center scheduling in Kennesaw, GA. You will coordinate staffing, optimize call delivery, and partner with FLU leaders to align on targets and technology usage.

The role requires 1+ year in credit assistance and contact center experience, plus familiarity with WFM platforms (IEX or Aspect) and MS Office.

Qualifications

• Credit Assistance experience in a banking environment.
• Experience in a contact center/support role.
• Working knowledge of WFM platforms (IEX or Aspect).
• Strong problem solving and interpersonal skills.
• Excellent organizational and time-management abilities.

Responsibilities

• Support operations enablement and resource planning for optimized call delivery.
• Monitor idle time and adjust staffing with technology interfaces.
• Collaborate with FLU partners and leadership to align on strategy.
• Analyze performance data to drive improvements and modernization.

Skills

Credit Assistance

Contact center

WFM platforms

MS Office

Communication

Tools

IEX

Aspect

Job description

Bank of America is seeking a Workforce Management Analyst to support Credit Assistance and division contact center scheduling in Kennesaw, GA. You will coordinate staffing, optimize call delivery, and partner with FLU leaders to align on targets and technology usage.

The role requires 1+ year in credit assistance and contact center experience, plus familiarity with WFM platforms (IEX or Aspect) and MS Office.