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Workforce Management Analyst- Service Level Coordinator

Bank of America

Bank of America

Jacksonville, FL, USA · pennington, nj, usa · United States · Remote
Posted on Wednesday, July 10, 2024

Job Description:

The Capacity Resource Specialist role is responsible for managing capacity and service levels across the contact centers in the real-time environment. This role is critical to the delivery of a high touch service model and efficient operational unit, and he or she makes key decisions related to the scheduling, skilling, proficiency call routing, and resources needed to execute the strategy set forth by the leadership team. The CRS will partner with contact center managers and Workforce to maximize resources required achieving service level goals on a daily basis while balancing the needs of associates and clients in support of a superior experience.

In addition, as a member of the Capacity and Channel Optimization organization, the Service Level Capacity Resource Specialist will also support key business initiatives to improve the overall Client Experience through:

•Intraday Service Level Management

•Intraday Workforce Optimization

•Intraday KPI Communications

•BCP Staff Management

•Adherence / Exception Management

Success in this role will be directly tied business performance on a quarterly basis dependent on key metrics within the organization - Client Satisfaction, Service Level Attainment, and Associate Productivity.


•Dynamically manage call center workforce for activities across a network of 6 Merrill Edge sites

•Optimize service levels on a real time basis. Adjust skilling and or planned events as per the established parameters

•Partner closely with ME Leadership Team to ensure the most efficient use of resources

•Analyze real-time call center metrics (Service Level, AHT, Productivity and Volumes) to determine patterns/trends, and make recommendations as necessary

•Collaborate with key business partners to identify opportunities for improvement of resource utilization and service levels

•Administration and Utilization of all WFM applications

•Administration of Capacity Resource Inbox

•Basic Report Generation and Administration (Excel based reports)

•Maintain proper communication channels regarding events that impact our call centers

on Partner with the technology team for the real-time tracking and communication of customer and associate affecting outages

Communicate BCP events to multiple departments to ensure the continuous operations of critical business units occur

Deliver regular updates to our leadership team for consistent transparency of call center metrics

•Perform other duties as requested by supervisor


1st shift (United States of America)

Hours Per Week: