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 Qualifications 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. #J-18808-Ljbffr Jobtailor