Group Operations Manager - Call Profile Management

Job Description :

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.

Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone.

We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Summary :

This job is responsible for managing one or more major operations segments for a site, region, or product line within the bank's internal operations.

Key responsibilities include identifying, analyzing, and resolving complex problems related to product lines, ensuring compliance with policies, and identifying opportunities to improve process performance and operating efficiency.

Job expectations include supervising day-to-day activities of employees such as executing transactions.

This role reports into Consumer Client Services, Resource Planning and Operations (RPO) and is responsible for building and auditing of agent voice skill profiles and measuring voice skilling strategies performance.

Develops and implements skilling thresholds in Genesys to maximize call center performance. Individual will also be responsible for call center voice calls hours of operation during holidays, weather, and business continuity events.

Additional responsibilities will include reviewing future forecasting, real time and historical segment call performance within the supported contact centers.

Requires general knowledge a call center operations area and may be used as a primary contributor in variety of projects.

Schedule flexibility is required and must be willing to occasionally work nights, overnights, weekend and holidays to complete project changes.

Job Responsibilities :

• Forecasts and manages staffing levels and capacities, prioritizes employee development by providing effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and / or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment
• Work with contact center managers and RPO teams for agent skilling inquiries
• Will be responsible to assist with real time voice production issues that involve agent skilling or voice queues
• Gather and analyze information about voice skilling performance
• Make multiple mass skilling changes for large call centers with extreme accuracy and attention to detail
• Work with RPO and Frontline Units to set daily Hours of Operations, Holidays open and close flags and Synergy transfer tree
• Escalate issues that drive a negative Customer experience and working through technology issues working with Call Delivery and CTI
• Provide enhanced support to business partners as needed and proactively deploy service level mitigations plays with minimal guidance and direction
• Thorough understanding of interpreting and manipulating agent skill templates based on business & operational need
• Subject matter expert regarding telephony and voice / chat skilling
• Actively review current processes for efficiency gains

Required Qualifications :

• 2+ years experience with call volume and staffing management
• 1+ year of Contact Center experience
• Knowledge and working experience of IEX, Genesys, Avaya and ASPECT applications
• Experience and familiarity using Genesys Administrator Extension to create agents and manage skilling thresholds
• Demonstrate ability to take a problem and work to find a solution independently
• Good communication skills (written and verbal) and ability to interact with all levels of management
• Strong diagnostic and analytical abilities
• Strong organizational skills and ability to multi-task
• Proficient with Microsoft Office tools (Outlook, Communicator, Word, Excel, and SharePoint)
• Ability to work night, overnight, weekend and holiday hours as required

Desired Qualifications :

• Knowledge and working experience with SPLUNK, NICE voice recordings, SQL
• Knowledge of systems that supported Frontline Units use such as, Synergy, EPIC, AS400, MSS, TSS, and TSYS
• Familiarity with Workforce Management and Operational strategies and Business Continuity
• Process Improvement experience

Skills :

Business Operations Management

Customer Service Management

Performance Management

Process Performance Measurement

Talent Development

Account Management

Client Management

Leadership Development

Process Management

Relationship Building

Business Case Analysis

Policies, Procedures, and Guidelines Management

Process Design

Risk Management

Workforce Analytics

Shift :

1st shift (United States of America)

Hours Per Week :