Call Operations Analyst

Job Description:

Location:

EMEA - Chester, UK

Corporate

Title:

Officer

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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

Find us in the city of Chester, a destination renowned for its culture, history, and beauty. Working at Bank of America Chester offers a far-reaching global career for a world-renowned organisation, whilst being ideally situated against the backdrop of the rolling North Wales hills and the banks of the serene River Dee.

Our Chester team is a global team made up of a diverse range of people from varied backgrounds who each bring unique skillsets and perspectives. The Call Operations Analyst ensures optimal workforce management and operational efficiency within a busy Contact Centre.

This particular role focuses on scheduling, real-time monitoring, and performance analysis to maintain service levels and improve productivity and efficiency. You will function as the technical expert in their assigned area and should have the ability to quickly develop understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company.

We have a fantastic opportunity for an individual experienced in Workforce Management, available here in our office on Chester Business Park. This is a newly created role within a busy department focused on servicing prestigious Commercial Card clients. The primary objective of the role is to provide a superior quality experience, adding value, and doing both as efficiently and effectively as possible whilst maintaining our high standards of ‘client delight’.

• Develop schedules, manage holidays and sickness, monitor adherence.

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

• React to unexpected events quickly and calmly

• Work with Operations team leaders to ensure the most efficient use of resources

• Analyse real-time Contact Centre metrics (Service Level, AHT, Productivity, Volumes and Agent Status) to determine patterns/trends, and make recommendations as necessary

• Administration and Utilization of all Workforce Management applications

• Report Generation and Administration (Excel based reports)

• Maintain proper communication channels regarding events that impact our Contact Centres

• Deliver regular updates to our leadership team for consistent transparency of Contact Centre metrics

• Perform other duties as requested

Experience working in Contact Centres

• Attention to detail

• Strong analytical, conceptual and problem-solving skills; critical thinker

• Highly organized with ability to manage deliverables on multiple projects and priorities simultaneously

• Willingness to learn and develop in role, ability to quickly learn new skills

• Excellent written, verbal and communication skills

• Comfortable using Microsoft Office Suite (Excel, PowerPoint, in particular)

• Ability to work in a team environment as well as independently

• Self‑motivation, self‑direction, organizational skills and the ability to manage multiple priorities without sacrificing quality or timelines

UK

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