Bank of America Phoenix, AZ 85067
Workforce Management Operations Manager
Newark, Delaware;Fort Worth, Texas; Charlotte, North Carolina; Las Vegas, Nevada; Greensboro, North Carolina; Kennesaw, Georgia; Jacksonville, Florida; Phoenix, Arizona
This position will manage a team of 8+ Workforce Management Analysts with responsibilities for: creating and maintaining associate profiles in scheduling software (NICE IEX WFM); proactive scheduling of all off phone activities to include routine meetings, compliance or training initiatives; analyzing and optimizing associate’s schedules and off phone activities at the interval level (weekly and daily) with the goal of delivering operational excellence for our clients; collaborating with site leadership proactively to understand support needs and provide education as needed with regard to WFM processes.
+ 4+ years of workforce management experience utilizing NICE IEX WFM, Aspect EWFM, or similar workforce program.
+ Proficient with PowerPoint and Excel (pivot tables and conditional formulas).
+ Strong analytical and problem solving abilities; quickly able to adapt to new technology, methodology, and processes.
+ Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to excellence.
+ Ability to adjust rapidly to changing demands and priorities.
+ Experience owning a process or managing the efforts of others
+ Perform other duties as requested by leadership team.
+ Project Management experience
+ Strategic and Capacity Management experience
+ Forecasting and Planning experience
+ Workforce Management Experience
+ Six Sigma Certification
1st shift (United States of America)
**Hours Per Week:**
Learn more about this role
Manages People: Yes
Talent Acquisition Contact:
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
To view the "EEO is the Law" poster, CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .
To view the "EEO is the Law" Supplement, CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .