Analista de Serviços de Operações Jr. na Ipiranga planejando e programando a distribuição de combustíveis. Colaboração com transportadores e desenvolvimento de soluções logísticas.
About the role
- Senior Operations Consultant at Bank of America focusing on resolving problems and optimizing operations in contact centers. Collaborating with partners to enhance client experiences and improve efficiency.
Responsibilities
- Responsible for the day-to-day resolution of complex problems and the research and execution of complex transactions
- Leading the design, development and implementation of products, systems, processes, and services using discretion within project management methodologies
- Creating accurate short-term forecasts based on the long-term forecast plan
- Manage the event calendar and produce accurate schedules based on the forecast plan & events
- Produce optimal daily & weekly schedules for the given forecast period
- Form strategic relationships with business partners to maximize resources required achieving service level goals
- Support key business initiatives to improve the overall Client Experience through changes to base schedules
- Conduct weekly tactical forecast reviews with the Consumer Investments LOBs
- Communicate changes in business strategy, new business, changes in process and any events that may affect call volume and staffing requirements.
Requirements
- 3+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.)
- 2+ years prior WFM experience required (3-5 years highly preferred)
- Strong business, operational, and procedural knowledge of a call center required
- Analytical and Quantitative skills required
- Knowledge of dynamic call routing models and how they affect headcount requirements required
- Prior experience forecasting BS/BA Degree and/or equivalent combination of education and experience required
- Strong knowledge of Consumer Investments systems, processes, clients, and platform preferred
- Prior business support / project planning experience highly preferred
- Ability to adjust rapidly to changing demands and priorities
- Excellent presentation, communication, and written skills; clearly conveys concepts and information
- Strong organizational skills and attention to detail is critical in this role
- Extensive time management and prioritization skills
- Ability to work effectively under pressure and time constraints
- Ability to manage multiple priorities simultaneously
- Ability to work independently
- Must be a self-starter with excellent follow up, resolution and communication skills
- Demonstrates the ability to effectively partner with senior leaders and build rapport with associates
- Organized and professional with an ability to work with business partners to meet deadlines.
Benefits
- Discretionary incentive eligible
- Annual discretionary award based on individual performance and company success
- Access to paid time off
- Resources and support for employee wellness
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