WFM Analyst: Scheduling & Data-Driven Center Optimization

Bank of America; Jacksonville (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

Bank of America in Jacksonville seeks a Workforce Management Analyst to optimize scheduling for the contact center, balancing inbound/outbound calls and ensuring service levels. The role requires experience with WFM platforms, strong communication, and flexibility across shifts.

You will analyze performance data, coordinate with operational leaders, and implement process improvements to maximize efficiency while adapting to changing business needs.

Qualifications

• Credit Assistance and contact center experience required.
• Strong problem solving and interpersonal skills.
• Ability to work independently and meet deadlines.
• Proven ability to build relationships across teams.
• Proficient in MS Office and SharePoint.

Responsibilities

• Support operations enablement activities for a business unit.
• Resource tracking, monitoring, and planning to optimize call delivery strategies.
• Manage inputs and effectiveness of line of business technologies to reduce idle time.
• Leverage systems/analysis to drive business results in a production environment.
• Execute call delivery strategies for a Front Line Unit via tech interfaces.
• Monitor technology performance to minimize idle time and ensure strategy delivery.
• Escalate production risks and opportunities to stakeholders.
• Educate and support the business through interaction with FLU and partners.
• Establish connections with FLU partners to align expectations.
• Support and influence implementation of new technologies and strategies.
• Provide guidance on procedural, technical, and operational changes to associates.

Skills

Credit Assistance experience

Contact center experience

WFM platforms knowledge

Problem solving

Organizational effectiveness

Time management

Independent work

Relationship building

Communication skills

MS Office proficiency

Adaptability to new technologies

Flexible schedule

Tools

MS Office Suite

SharePoint

Job description

Bank of America in Jacksonville seeks a Workforce Management Analyst to optimize scheduling for the contact center, balancing inbound/outbound calls and ensuring service levels. The role requires experience with WFM platforms, strong communication, and flexibility across shifts.

You will analyze performance data, coordinate with operational leaders, and implement process improvements to maximize efficiency while adapting to changing business needs.