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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for supporting operations enablement activities in support of a business unit. Key responsibilities include resource tracking, monitoring, and planning associated with optimizing operational call delivery strategies across inbound and/or outbound channels. Job expectations include managing inputs and effectiveness of line of business technologies to reduce idle time and maximize business results. Additional expectations include leveraging systems and analysis in a repetitive or production-oriented environment to drive business results.

Responsibilities:

• Executes on call delivery strategies for a managed line of business through applicable technology interfaces
• Monitors technology performance to ensure agent idle time is minimized and strategy is being effectively delivered
• Escalates production risks and opportunities across various key stakeholders
• Educates and supports Line of Business (LOB) needs through direct interaction with frontline unit agents and business support
• Establishes connections with LOB partners to ensure alignment in expectations and strategy objectives
• Supports and influences implementation of new technologies and strategies through business acumen
• Provides guidance to associates within own unit regarding procedural, technical and/or operational changes

Required Qualifications:

• Current Retail Credit Operations experience
• Strong analytical and problem solving skills
• Intellectually curious with a mind for innovation and proven ability to execute objectives in a data driven environment
• The ability to grasp new concepts and collaborate across different teams/business units in order to drive change
• Goal oriented individual who maintains their composure in a fast paced and dynamic environment
• A proven ability to quickly and accurately condense robust and complex data from various sources into meaningful information to drive strategic change across different portfolios
• An individual who can demonstrate an aptitude to design and implement a test-and-learn approach to manage our company’s exposure to risk
• Skilled with MS Office (Excel, Access, Word, and PowerPoint)
• Proficient at written and oral communication, including presentation skills
  
  

Desired Qualifications:

• Bachelors degree
• SQL Certification
• Genesys Cloud experience

Skills:

• Analytical Thinking
• Business Operations Management
• Oral Communications
• Risk Management
• Workforce Analytics
• Continuous Improvement
• Crisis Management
• Decision Making
• Process Management
• Written Communications
• Business Analytics
• Data Quality Management
• Project Management
• Reporting
• Research

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

2nd Shift - 2:30 pm - 11 pm EST Monday - Friday

Shift:

Hours Per Week: