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Consumer Client Services Operating Model Lead

Bank of America | Tampa FL 33611 USA | Full Time | Posted: 08/23/2019

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Job Description:

Consumer Client Services manages the contact centers in the bank to service over 60 MM Consumer & Small Business clients. 

The Operating Model Lead will enhance the monitoring strategy to detect performance variation anomalies and develop action plans that decisively mitigate any potential contact center service impacts.  This leader will become an expert on the complex staffing, site, operational, and technology matrix that is necessary for running operations at scale for the bank.  This leader will engage with real-time operations teams to execute on change to optimize staffing and call delivery.  The successful leader will drive root cause identification and mitigation activities for long-term solutions and updates to the operating model “playbooks” to guide the operations teams.  The leader will proactively analyze, run test-and-learns, and develop optimization recommendations to be presented for adoption.  This leader will help drive change across the real-time operations team.

The Operating Model Lead will collaborate across the Resource Planning & Operations team, and be a key contributor to the design of the RPO Command Center of the future.  This is a high impact role with exposure to senior levels of the company and requires strong communication skills and an excellent working knowledge of contact center technology processes and related systems.

The successful candidate will be able to:

  • Demonstrate thought leadership in leveraging best practices across the Enterprise and the industry
  • Take a leadership role to evolve the operating model, confirm effectiveness of optimization strategies, and deploy execution framework for sustained execution in the operating environment
  • Problem solve with a strategic mindset to drive effective change based on data analytics
  • Become a subject matter expert in call routing, skilling/backup strategies, virtual hold, and configuration strategies to achieve business objectives
  • Understand how process changes impact key metrics and establish playbooks to allow real-time teams to execute to drive the intended change
  • Develop business requirements for future technology enhancements to modernize the tools needed to achieve optimal resource utilization & service level performance
  • Ensure updates to processes & procedures
  • Identify key process changes to risk control points & recommend process mitigation action

Required skills:

  • 5+ years’ experience in Call Centers or large scale real-time Operations
  • 5+ years’ experience related to technology and system integration
  • Contact Center Technology system & telephony expertise (Genesys, virtual hold, call routing, IEX, Synergy)
  • Strong relationship building skills to interact with a broad range of stakeholders and partners
  • Ability to manage urgent events under pressure with confidence
  • Ability to communicate complex information in simplistic fashion
  • Manage competing needs and drive to quality despite changing priorities and tight deadlines
  • Project management, PMO, or change management experience
  • Strong organizational skills; focus on attention to detail
  • Proficient with PowerPoint
  • History of influencing without authority
  • Effective verbal/written communication to Senior level executives and business partners

Desired skills:

  • Experience in financial services
  • Strategic and critical thinker
  • Experience in leading forecasting, capacity planning and scheduling functions
  • Problem-solving using data analytics
  • Process improvement expertise; Six Sigma certified
  • Able to develop business cases


1st shift (United States of America)

Hours Per Week:


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Location Tampa, FL, 33611, United States
Categories Quality Assurance/Safety

Location Maptop

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Job Code 19056229-5

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