Workforce Manager Global Operations

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.

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 Contact Centre servicing prestigious Commercial Card clients.

Our Chester team brings together colleagues from diverse backgrounds, with a range of skills, experiences and perspectives. The Workforce Manager supports effective workforce planning and operational efficiency within a busy Contact Centre. The role focuses on forecasting, capacity planning, scheduling, real-time monitoring and performance analysis to maintain service levels and improve productivity. The successful candidate will act as a subject matter expert, building a strong understanding of operational processes and how they connect across teams and functions.

Candidates will ideally bring experience in a similar Contact Centre environment, with strong knowledge of Workforce Management principles, tools and methodologies.

• Analyse call data, prepare forecasts and capacity plans, and support effective staffing alignment.
• Create schedules, manage holidays and sickness, and monitor adherence to support service delivery.
• Optimise service levels in real time by adjusting skills, planned activity and resources within agreed parameters.
• Respond quickly and effectively to unexpected events impacting Contact Centre performance.
• Partner with management and business stakeholders to improve resource utilisation and service levels.
• Monitor Contact Centre metrics, including service level, AHT, productivity, volumes and agent status, to identify trends and recommend action.
• Administer Workforce Management applications and produce accurate Excel-based reporting.
• Provide clear updates to leadership and stakeholders on key metrics and events impacting performance.

• Experience working in a Contact Centre environment.
• Good knowledge of Workforce Management tools and methodologies.
• Careful attention to detail and data accuracy.
• Ability to turn data into clear messages for senior stakeholders.
• Analytical and problem-solving skills, with a thoughtful approach to decisions.
• Ability to manage multiple priorities effectively.
• Proactive and collaborative approach, with a willingness to support others.
• Clear written and verbal communication skills.

• UK At Bank of America, we strive to prioritise employees’ health and wellbeing – it’s what makes us a Great Place to Work.
• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your…