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C&R Workforce Management Analyst

Bank of America | Jacksonville FL 32256 USA | Full Time | Posted: 03/24/2020

Job Descriptiontop

Job Description:

The Collections and Recovery 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 loss plan.

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 associates within Collections and Recovery units regarding procedural, technical and/or operational changes. Additional responsibilities include analyzing forecasted staffing position to optimize work shifts, breaks and lunches. Monitors call center agents phone statuses in real time to ensure adherence to their schedules. 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 call patterns and success rate 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 Support experience.

- 2 + Years Leadership or Business Support experience in the NICE IEX application, Aspect EWFM application, or similar workforce program

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

- Leadership experience with working in a fast pace environment while driving for results in operations

- Excellent communication skills, verbal and written including presentations skills at a Leadership level

- Strong analytical and problem solving abilities and interpersonal skills, with quick adaptation to new technology, methodology, and processes 

- Proficient in Microsoft Office Applications - (Excel, PowerPoint, Outlook, Word) Experience with creation and manipulation of pivots from raw data and creation of high quality presentations for Sr. Leaders across the division

-  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

 - 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 

- 1+ Years’ experience in collections

This role may be filled as a Consumer Systems Analyst I or Consumer Production Strategic Analyst I depending on experience.


1st shift (United States of America)

Hours Per Week:


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Location Jacksonville, FL, 32256, United States
Categories Education/Instructor/Training

Location Maptop

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Job Code 19079478-4

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