Customer Segment Consultant I : Reporting & Workforce Management Systems Support

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! Enterprise Job Description: The Customer Segment Consultant 1 is responsible for providing analytical, reporting, and operational support for initiatives aligned with enterprise strategy and performance goals across Customer Segments. This role partners with product, channel, technology, and business teams to deliver actionable insights, maintain critical reporting and workforce management applications, and support data-driven decision-making. The position is accountable for reporting, analysis, application administration, initiative coordination, and stakeholder communications. The Customer Segment Consultant 1 primarily serves as a reporting and analytics specialist supporting contact center performance management through dashboard development, report administration, application maintenance, and business intelligence solutions. This role is responsible for the creation, maintenance, and delivery of operational and executive reporting, including KPI scorecards, performance metrics, trend analysis, and ad hoc reporting requests. The consultant provides historical and real-time performance insights to business leaders and executive management while ensuring the accuracy, integrity, and reliability of reporting systems and data. In addition, the role supports workforce management technologies, including administration and Level 1 support for NICE IEX/EEM applications. Responsibilities include troubleshooting user issues, supporting system access and administration, testing technology enhancements, and partnering with enterprise technology teams to optimize reporting and workforce management capabilities. Key Responsibilities •Design, develop, maintain, and publish operational dashboards, KPI scorecards, and performance reporting packages for daily, weekly, monthly, and quarterly business reviews. •Generate, validate, and administer reports using OBI, Excel, Power Query, and other business intelligence tools to support operational and executive decision-making. •Provide historical, current, and trend-based performance analysis for business partners, leadership teams, and executive stakeholders. •Maintain and support OBI and OBI Answers applications, ensuring reporting accuracy, data integrity, and application functionality. •Partner with technology teams to implement enhancements, support upgrades, and validate system changes impacting reporting and analytics platforms. •Ensure contact center performance goals are supported through accurate reporting, application maintenance, and technology solutions. •Build and maintain strategic partnerships with business leaders, technology partners, reporting teams, and operational stakeholders to support business initiatives and performance objectives. •Provide Level 1 support and administration for NICE IEX/EEM workforce management applications, including troubleshooting, access support, and issue resolution. •Serve as a subject matter expert for NICE IEX/EEM administrative processes and workforce management system functionality. •Conduct testing and validation activities for reporting and workforce management system updates, upgrades, and enhancements to ensure accuracy and reliability. Process system access requests and support application governance and compliance activities. •Develop and maintain documentation, policies, and procedures that support reporting, workforce management, and operational effectiveness. •Manage multiple priorities and projects while delivering high-quality analytical and operational support with limited supervision. Required Qualifications: 3+ years of contact center experience with working knowledge of workforce management and reporting tools, including NICE IEX and OBI. • 2+ years of workforce management and reporting experience; 3–5 years preferred. • Advanced proficiency in OBI, Excel, Power Query, SQL, PowerPoint, and Word. • Strong analytical, quantitative, reporting, and problem-solving skills. • Strong understanding of contact center operations, business processes, and performance metrics. • Excellent written, verbal, organizational, and stakeholder management skills. • Ability to manage multiple priorities, work independently, and perform effectively in a fast-paced environment. • BS/BA degree or equivalent combination of education and experience. Desired Qualifications: •Self-starter mentality with minimal supervision •Ability to manage multiple priorities and recurring deliverables •Strong time management and organizational skills •Curiosity and continuous learning •Ability to anticipate stakeholder needs rather than simply fulfilling requests Skills: Active Listening Attention to Detail Collaboration Critical Thinking Written Communications Decision Making Influence Oral Communications Prioritization Problem Solving Adaptability Customer and Client Focus Data Management Emotional Intelligence Risk Management Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - MA - Boston - 285 Huntington Ave - HUNTINGTON AVENUE BC (MA5141), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541) Pay and benefits information Pay range $78,000.00 - $118,600.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible This role is eligible to participate in the annual discretionary plan. 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. Benefits 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. Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency Privacy Statement - https://careers.bankofamerica.com/en-us/privacy-notice