Workforce Management Analyst – Service Level Coordinator

Responsibilities

• Dynamically manage call center workforce for activities across a network of six Merrill Edge sites
• Optimize service levels on a real‑time basis. Adjust skilling and 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 call centers
• 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 continuous operations of critical business units
• Deliver regular updates to our leadership team for consistent transparency of call center metrics
• Perform other duties as requested by supervisor

• 2+ years contact center experience (prior WFM experience highly preferred)
• Knowledge of skills based call routing and associate proficiencies within all segments
• Strong knowledge of Merrill Edge systems, processes, clients and platforms
• Proficiency in Excel required
• BS/BA Degree and/or equivalent combination of education and experience required
• Must demonstrate strong client and associate focus
• Ability to adjust rapidly to changing demands and priorities
• Ability to think analytically, utilize good research skills, develop multiple solutions, and know what resources to engage to resolve issues
• Demonstrates “self-starter” behavior, a willingness to help others, and shows potential to require minimal supervision
• Initiates and builds relationships with all levels of the organization
• Excellent communication and written skills; clearly conveys concepts and information
• Lives the Bank of America Core Values: delivers for clients and shareholders, trusts in the team, embraces the power of our people, acts responsibly and promotes opportunity.