WFM Analyst: Scheduling & Optimization

Bank of America; Phoenix (AZ); On-site; USD 60,000 - 88,000; Full time

Job summary

Bank of America is seeking a Workforce Management Analyst to optimize division contact center staffing and scheduling. You will manage resources, monitor performance, and coordinate with operational leaders to meet service level targets.

The role requires experience with WFM platforms, strong analytical skills, and the ability to collaborate across teams. Expect a fast-paced environment with opportunities to improve processes and implement new technologies.

Qualifications

• At least 1 year of current Credit Assistance experience.
• At least 1 year of contact center/support experience.
• At least 1 year of working knowledge of WFM platforms (IEX or Aspect).
• Strong problem solving abilities and interpersonal skills, with quick adaptation to new technologies, methodologies, and processes.
• Demonstrated success with organizational effectiveness and time management skills.
• Ability to work independently and achieve target deliverable dates.
• Proven ability to build relationships and collaborate across teams to develop solutions and resolve issues.
• Skilled with MS Office (Excel, PowerPoint, Word) and SharePoint.
• Proficient at written and oral communication, including communications to executive level leadership.
• Flexibility in schedule to work varying hours including AM & PM shifts, weekdays and weekends, and minor holidays.

Responsibilities

• Supporting operations enablement activities in support of a business unit.
• Resource tracking, monitoring, and planning associated with optimizing operational call delivery strategies across inbound and/or outbound channels.
• Managing inputs and effectiveness of line of business technologies to reduce idle time and maximize business results.
• Leveraging systems and analysis in a repetitive or production-oriented environment to drive business results.
• Executes on call delivery strategies for a managed Front Line Unit (FLU) through applicable technology interfaces
• Monitors technology performance to ensure idle time is minimized and strategy is being effectively delivered
• Escalates production risks and opportunities across various key stakeholders
• Educates and supports business through direct interaction with FLU and support partners
• Establishes connections with FLU partners to ensure alignment in expectations and strategy objectives
• Supports and influences implementation of new technologies and strategies through business acumen
• Provides guidance to associates within own unit regarding procedural, technical and/or operational changes

Skills

Analytical Thinking

Oral Communications

Written Communications

Decision Making

Process Management

Business Analytics

Data Quality Management

Project Management

Reporting

Risk Management

Workforce Analytics

Tools

MS Office

SharePoint

SQL Server

Job description

Bank of America is seeking a Workforce Management Analyst to optimize division contact center staffing and scheduling. You will manage resources, monitor performance, and coordinate with operational leaders to meet service level targets.

The role requires experience with WFM platforms, strong analytical skills, and the ability to collaborate across teams. Expect a fast-paced environment with opportunities to improve processes and implement new technologies.