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Job Information

Bank of America Credit Assistance Workforce Management Analyst in Phoenix, Arizona

Credit Assistance Workforce Management Analyst

Greensboro, North Carolina;Newark, Delaware; Addison, Texas; Phoenix, Arizona; Kennesaw, Georgia; Charlotte, North Carolina

Job Description:

The Credit Assistance Operations Enablement organization develops strategies that help our customers through difficult times while mitigating losses for the Bank. As part of that organization, the Workforce Management team plays a critical role in ensuring thousands of collections call center employees are aligned to customer contacts in order to achieve metric targets and deliver on our expense & loss plans.

Responsible for the day-to-day analysis, research and resolution of various aspects of managing call center employee schedules. Functions include administering defined workforce procedures, analysis and report generation, and exception processing. Coordinates the implementation of products/services and operational solutions. May assist in designing, documenting, implementing, and monitoring of new products/services. Provides guidance to call center employees regarding procedural, technical and/or operational changes. Additional responsibilities include analyzing forecasted staffing position to optimize work shifts, breaks and lunches. Manage and audit associate allocation changes in scheduling on a monthly or adhoc basis. Collaborate with call center leaders to track planned and unplanned time away from work, as well as all other off phone activities. Partner to analyze performance metrics on a daily, weekly, monthly and annual basis. Develop and present action plans to resolve service level and adherence issues across the call centers. Collaborate with shrinkage forecasting and capacity planning teammates to understand budgets and resources across the division.

Required Skills:

  • 2 + years Workforce Management administrative experience in NICE IEX application, Aspect eWFM application, or similar workforce program

  • 2 + years call center support experience

  • Strong analytical problem solving abilities and interpersonal skills, with quick adaptation to new technologies, methodologies, and processes

  • Proficient in Microsoft Office Applications - (Excel, PowerPoint, Outlook, Word) with intermediate level Excel abilities including pivot tables, index/match, data visualization

  • Excellent verbal and written communication skills with across a varied audience

  • Intellectually curious mindset with ability to critically evaluate processes/performance

  • Demonstrated success with organizational effectiveness and time management skills

  • Proven ability to build relationships, collaborate across teams for purposes of resolving support issues through critical thinking in relation to process improvement, technology and tactical planning

  • Flexibility in schedule to work varying hours including AM & PM shifts, weekdays and weekends, and minor and major holidays

  • College Degree  

Desired Skills:

  • Quantitative analyst experience (1+ years), including skills like data mining and statistics within SAS, SQL, VB, Python, R or similar platforms

  • SharePoint experience

  • Collections experience

Job Band:

H6

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday - Friday 3pm-12am ET (pays shift differential); rotational weekend & holiday shifts required

Referral Bonus Amount:

0

Job Description:

The Credit Assistance Operations Enablement organization develops strategies that help our customers through difficult times while mitigating losses for the Bank. As part of that organization, the Workforce Management team plays a critical role in ensuring thousands of collections call center employees are aligned to customer contacts in order to achieve metric targets and deliver on our expense & loss plans.

Responsible for the day-to-day analysis, research and resolution of various aspects of managing call center employee schedules. Functions include administering defined workforce procedures, analysis and report generation, and exception processing. Coordinates the implementation of products/services and operational solutions. May assist in designing, documenting, implementing, and monitoring of new products/services. Provides guidance to call center employees regarding procedural, technical and/or operational changes. Additional responsibilities include analyzing forecasted staffing position to optimize work shifts, breaks and lunches. Manage and audit associate allocation changes in scheduling on a monthly or adhoc basis. Collaborate with call center leaders to track planned and unplanned time away from work, as well as all other off phone activities. Partner to analyze performance metrics on a daily, weekly, monthly and annual basis. Develop and present action plans to resolve service level and adherence issues across the call centers. Collaborate with shrinkage forecasting and capacity planning teammates to understand budgets and resources across the division.

Required Skills:

  • 2 + years Workforce Management administrative experience in NICE IEX application, Aspect eWFM application, or similar workforce program

  • 2 + years call center support experience

  • Strong analytical problem solving abilities and interpersonal skills, with quick adaptation to new technologies, methodologies, and processes

  • Proficient in Microsoft Office Applications - (Excel, PowerPoint, Outlook, Word) with intermediate level Excel abilities including pivot tables, index/match, data visualization

  • Excellent verbal and written communication skills with across a varied audience

  • Intellectually curious mindset with ability to critically evaluate processes/performance

  • Demonstrated success with organizational effectiveness and time management skills

  • Proven ability to build relationships, collaborate across teams for purposes of resolving support issues through critical thinking in relation to process improvement, technology and tactical planning

  • Flexibility in schedule to work varying hours including AM & PM shifts, weekdays and weekends, and minor and major holidays

  • College Degree  

Desired Skills:

  • Quantitative analyst experience (1+ years), including skills like data mining and statistics within SAS, SQL, VB, Python, R or similar platforms

  • SharePoint experience

  • Collections experience

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-22001777

Band: H6

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

JohnPaul Urquidez

Referral Bonus:

0

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

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