HomeNew MexicoSenior Operations Consultant
Bank of America

Rio Rancho, NM

Senior Operations Consultant

Location900 Pinetree Rd SE, Rio Rancho, New Mexico 87124
Employment TypeContractor
Date Posted2022-07-07
Direct Apply
Yes
Valid Through2023-06-11

Job Description:

Senior Operations Consultant

Charlotte, North Carolina;Rio Rancho, New Mexico; Fort Worth, Texas; Las Vegas, Nevada; Jacksonville, Florida; Glendale, California; Alhambra, California; Scranton, Pennsylvania; Kennesaw, Georgia; Richmond, Virginia; Hunt Valley, Maryland; Phoenix, Arizona; Newark, Delaware; Dallas, Texas; Elma, New York; Riverside, Rhode Island

Job Description:

Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for multiple sites or larger business unit(s), including research. Leads in the design, development and implementation of complex products, systems and services in an operations environment. Manages projects and direct activities of a team related to special initiatives of an operations nature. Functions as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Provides work direction, guidance and expertise to less experienced associates and provides training to associates and Business Partners on new and complex initiatives. Builds strong relationships with Business Partners across LOBs. Has in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 5-7 years of experience.

Job Description:

The Contact Center Tools and Data team is part of Strategic Enablement and Resource Planning team. The primary responsibility of this team is to build and enhance tools and data management to provide business intelligence to support businesses, partners and leaders within the Client Care division. This role will be responsible for developing reporting from data acquisition through report development and delivery. It will assist in the creation, maintenance, and effectiveness assessment of tools in addition to performing analysis relating to contact center metrics all in an effort to help the business better understand what is happening in the environment and make informed decisions. This role will be a subject matter expert on their tools and reports and will partner closely across the forecasting, capacity management, reporting, and workforce management teams to help tell the story and drive the most relevant outputs.

Required Skills

• Data mining and aggregation experience

• In-depth knowledge of the bank systems and call center operations environment.

• Strong analytical and problem solving skills to effectively communicate with technical and non-technical audiences and quickly elevate any risks or challenges.

• Excellent interpersonal skills; positive attitude; team player, flexible.

• Crisp written and verbal communication skills, able to lead meetings, follow-up, negotiate and resolve ambiguity.

• Excellent time management skills; ability to manage against short deadlines.

• Ability to work independently, draw meaningful conclusions and develop recommendations.

• Keen attention to detail and strong sense of ownership and accountability for work.

• Motivated to work closely with other team members of varying levels of seniority, geographical areas and experience within a cross functional team.

• Must have strong Microsoft Office skills (Visio, Excel, and PowerPoint), with ability to pull together crisp and concise presentation decks.

• Experience with data reporting tools and systems (Hadoop, SQL, SAS, Tableau, NICE, etc.)

Desired Skills

• Project Management experience

• Strategic and Capacity Management experience

• Forecasting and Planning experience

• Workforce Management Experience

• Six Sigma Certification

Job Band:

H5

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for multiple sites or larger business unit(s), including research. Leads in the design, development and implementation of complex products, systems and services in an operations environment. Manages projects and direct activities of a team related to special initiatives of an operations nature. Functions as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Provides work direction, guidance and expertise to less experienced associates and provides training to associates and Business Partners on new and complex initiatives. Builds strong relationships with Business Partners across LOBs. Has in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 5-7 years of experience.

Job Description:

The Contact Center Tools and Data team is part of Strategic Enablement and Resource Planning team. The primary responsibility of this team is to build and enhance tools and data management to provide business intelligence to support businesses, partners and leaders within the Client Care division. This role will be responsible for developing reporting from data acquisition through report development and delivery. It will assist in the creation, maintenance, and effectiveness assessment of tools in addition to performing analysis relating to contact center metrics all in an effort to help the business better understand what is happening in the environment and make informed decisions. This role will be a subject matter expert on their tools and reports and will partner closely across the forecasting, capacity management, reporting, and workforce management teams to help tell the story and drive the most relevant outputs.

Required Skills

• Data mining and aggregation experience

• In-depth knowledge of the bank systems and call center operations environment.

• Strong analytical and problem solving skills to effectively communicate with technical and non-technical audiences and quickly elevate any risks or challenges.

• Excellent interpersonal skills; positive attitude; team player, flexible.

• Crisp written and verbal communication skills, able to lead meetings, follow-up, negotiate and resolve ambiguity.

• Excellent time management skills; ability to manage against short deadlines.

• Ability to work independently, draw meaningful conclusions and develop recommendations.

• Keen attention to detail and strong sense of ownership and accountability for work.

• Motivated to work closely with other team members of varying levels of seniority, geographical areas and experience within a cross functional team.

• Must have strong Microsoft Office skills (Visio, Excel, and PowerPoint), with ability to pull together crisp and concise presentation decks.

• Experience with data reporting tools and systems (Hadoop, SQL, SAS, Tableau, NICE, etc.)

Desired Skills

• Project Management experience

• Strategic and Capacity Management experience

• Forecasting and Planning experience

• Workforce Management Experience

• Six Sigma Certification

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-22049257

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Janet Cook

Referral Bonus:

0

Nevada pay and benefits information

Nevada pay range:

$62,100 - $91,000

annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible . We provide industry-leading benefits, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

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 .

Job ID: 5650056570012227124

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