Business Consultant handling broker relationships and marketing financial products. Position based in Klerksdorp, Potchefstroom, Lichtenburg, and Rustenburg for Old Mutual.
About the role
- Operational Planning & Analysis Team Manager leading contact center analytics to enhance client experience at Bank of America. Overseeing forecasting, capacity planning, and performance analytics while collaborating with cross-functional teams.
Responsibilities
- Lead, coach, and develop a high performing operational planning and analytics team
- Short term capacity planning and forecasting for contact center operations
- Analyze performance metrics including service level, AHT, productivity, and volume trends
- Translate insights into actionable recommendations for senior leadership
- Ensure consistency in KPI definitions, reporting standards, and analytics methodologies
- Develop and maintain advanced reports and dashboards using Excel, OBI, and WFM tools
- Partner cross functionally to align staffing strategies with business demand
- Drive process improvements to enhance efficiency, service performance, and resource utilization
Requirements
- Experience in workforce planning, capacity planning, or contact center analytics
- Proven people leadership and team development experience
- Strong analytical skills with the ability to influence decisions through data
- Advanced proficiency in Excel and workforce management/reporting tools
- Excellent communication and stakeholder management skills
- 3+ years of direct contact center experience and working knowledge of WFM roles, methods and tools required
- 2+ years prior WFM experience required (3-5 years highly preferred)
- Strong business, operational, and procedural knowledge of a call center required
- Advanced knowledge of capacity planning and contact center metrics required.
- Advanced knowledge of MS Excel required
- BS/BA Degree and/or equivalent combination of education and experience required
- Demonstrated ability to manage, mentor and coach for success
- 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
- Advanced knowledge of OBI/XML/SQL highly preferred
- Strong knowledge of Consumer Investment systems, processes, clients and platform preferred
Benefits
- Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors
- Discretionary incentive eligible
- 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.
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Consultant Trainer providing consultancy and training for public sector clients. Building relationships and ensuring client satisfaction with 3P's software solutions.
Consultant Trainer assisting public sector clients in maximizing efficient use of software solutions. Building relationships and providing training and support for software implementation.
Solar Consultant at SAVKAT Solar communicating the benefits of solar energy and guiding clients through installations. Focusing on developing strong client relationships and a sustainable future.
Consultant for end - of - project evaluation in ChildFund Vietnam focusing on children's rights and education. Collaborating with local communities to enhance child protection and education initiatives.
Consultant Systèmes et Réseaux helping clients with IT environment structuring and project management. Collaborating with teams to ensure system reliability across diverse locations.
Consultant role designing, implementing, and supporting SAP BI and Analytics Cloud solutions for business needs. Collaborate on technical scopes and provide training to users.
Analytics Consultant leveraging strong technical skills and healthcare industry knowledge. Supporting clinical and business stakeholders in value - based care provider reporting.
New Home Consultant managing the new home purchase process at Lennar. Engaging with customers and facilitating sales from initial contact to closing.
Member Consultant II providing financial services at BECU, delivering a high - quality member experience and addressing consumer financial needs. Collaborating in financial education programs and specialized services while achieving sales.