Operations Analyst

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

The Workforce Analyst is responsible for day-to-day analysis, research, and resolution of operational challenges within the workforce management function. This role supports scheduling optimization, reporting, and execution of defined processes to drive operational efficiency.

The analyst will coordinate implementation of workforce solutions, provide reporting insights, and support continuous improvement initiatives. This position requires a strong understanding of the operations environment, typically gained through 2–4 years of relevant experience.

Responsibilities:

• Assists with coordination of implementation for products, services, and operational solutions

• Supports the design, documentation, implementation, and monitoring of new products and services

• Provides guidance regarding procedural, technical, and operational changes

• Expands business products knowledge within operations environment

• Builds network by developing relationships with partners and teammates

• Inspects data to identify issues and trends

• Collects and interprets data to validate operational processes

• Creates and maintain associate profiles within workforce scheduling systems (NICE IEX WFM)

• Proactively schedules all off-phone activities, including meetings, compliance training, and special initiatives

• Analyzes and optimizes schedules at the interval level (daily and weekly) to ensure operational efficiency and service delivery

• Generates reports and provide insights to support workforce and operational decision-making

• Collaborates with site leadership to understand staffing needs and provide guidance on workforce management processes

• Assists in implementing new workforce processes, tools, and improvements

• Provides support and guidance to team members regarding procedural and operational updates

• Performs additional duties as assigned by leadership

Required Qualifications

• 2+ years of workforce management experience using NICE IEX WFM

• Current Client Services Resource Planning experience

• Strong proficiency in Microsoft Excel (pivot tables, conditional formulas) and PowerPoint

• Demonstrated analytical and problem-solving skills

• Ability to quickly adapt to new tools, processes, and business requirements

• Strong interpersonal and communication skills with the ability to collaborate effectively across teams

• Proven ability to manage multiple priorities in a fast-paced environment

• Self-starter with the ability to work independently and with minimal supervision

Desired Qualifications

• Experience in a contact center or operations-heavy environment

• Exposure to workforce planning, scheduling optimization, or capacity modeling

• Familiarity with reporting tools and data visualization

Skills:

• Attention to Detail

• Customer and Client Focus

• Monitoring, Surveillance, and Testing

• Process Performance Management

• Research

• Adaptability

• Business Analytics

• Critical Thinking

• Reporting

• Written Communications

• Data Management

• Policies, Procedures, and Guidelines Management

• Process Design

• Process Effectiveness

• Strategic Thinking

• IEX experience and knowledge

• Strong organizational skills

• Decision-making ability

• Collaboration and relationship-building

• Results-driven mindset with a commitment to excellence

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501)Pay and benefits informationPay range$25.00 - $41.34 hourly pay, offers to be determined based on experience, education and skill set.Predictable payThis role is compensated with a base salary and is not incentive eligible.BenefitsThis 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.