Hybrid Senior Operations Consultant

at Bank of America

• Job title: Senior Operations Consultant
• Job type: Full Time
• Experience level: Senior
• Salary: $71,000 - $106,400 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Hunt Valley, United States

About the role

• Senior Operations Consultant at Bank of America responsible for leading operational design and implementation. Resolving complex problems, delivering client support and conducting detailed metric analysis.

Responsibilities

• This job is responsible for resolving day-to-day complex problems, researching, and executing on complex transactions for multiple sites or larger business unit(s).
• Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise.
• Manages projects and direct activities of a team related to special initiatives.
• Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives.
• Builds relationships with business partners across various Lines of Business.
• Manages and defines responsibilities and accountabilities for key program and projects.
• Develop and maintain contact center metric forecasts, including monthly and long‑range projections.
• Apply appropriate statistical modeling techniques and calibrate projected customer service level outcomes.
• Conduct driver analyses, monitor demand drivers, and regularly maintain and refit forecasting models.
• Translate demand forecasts into staffing requirements and hiring plans.
• Build and manage service‑level projection curves and perform scenario and sensitivity analyses.
• Decompose performance metrics, conduct variance analyses, and deliver clear, actionable insights.
• Support and advise on sizing of planned events and initiatives, and recommend mitigation strategies based on analytical findings.
• Appropriately communicate metric analysis, decomposition and forecast methodology and output to senior level management.

Requirements

• Demonstrated experience in call center forecasting with strong, broad business acumen.
• 3+ years of related experience and strong performance in one or more of the following disciplines: Forecasting, Capacity Planning, Contact Center Support, or Business Support.
• Experience performing quantitative and qualitative analysis of contact center metrics and business processes.
• Effective application of statistical forecasting techniques.
• Intermediate to advanced proficiency in Microsoft Excel and Access, modeling methodologies, and business principles related to strategic planning.
• Ability to clearly represent, communicate, and explain complex models and forecasting principles to executive-level audiences.
• Strong capability to define data requirements, gather and validate data, apply sound judgment, and perform appropriate statistical tests.
• Strong executive-level communication skills with the ability to “tell the story” behind the data.
• Excellent time management skills; delivers strong results under tight deadlines.
• Ability to work independently, draw meaningful conclusions and develop recommendations.
• Motivated to work closely with other team members of varying levels of seniority, geographical areas and experience within a cross functional team.

Benefits

• Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.