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 performing more complex analysis and modeling to minimize loss exposure and negative impacts to the customer experience. Key responsibilities include utilizing a variety of systems such as Excel, SAS, SQL, Tableau, and other relational data bases to provide analytical support on strategies, ensure goals are met, and propose policy and procedural changes within segmentation structures to produce optimal results. Job expectations include evaluating data to assess potential fraud risk and create mitigation strategies.
- The Strategic Forecasting and Capacity Planning Specialist serves as a key partner to contact center operations, workforce management, finance, technology, and business leadership teams, supporting strategic planning across large inbound, chat, and back-office contact center environments.
- This role is responsible for managing processes that improve strategic forecasting accuracy, planning analytics, and forecasting tool development to ensure business plans are supported by reliable data, clearly defined assumptions, and scalable forecasting methodologies.
- The role will work across a broad portfolio of initiatives, translating business strategies, operational changes, and emerging demand drivers into long-range processes for capacity plans, FTE requirements, and actionable workforce planning insights.
- Success in this role requires deep knowledge of contact center forecasting and capacity planning, strong analytical and technical capabilities, and the ability to solve complex forecasting challenges while influencing stakeholders across multiple channels.
Responsibilities:
- Recommends ways to help the business achieve desired outcomes and make informed business decisions using data analysis outputs
- Performs complex analysis of financial models, market data, financial data, and portfolio trends to understand product performance and improve portfolio risk, profitability, performance forecasting, and operational performance
- Leads coordination of the production of product performance reports and updates for senior management
- Assist with process enhancements to improve strategic forecasting accuracy across inbound, chat, and back-office contact center environments, including ongoing monitoring, decomposition, variance analysis, and performance reporting.
- Drive development, maintain, and enhance forecasting models, planning analytics, and forecasting tools that support long-range planning, capacity management, and FTE decision-making.
- Identify, evaluate, and recommend process and technology enhancements that improve forecasting transparency, planning efficiency, data quality, and scalability.
- High level forecast decomposition and root-cause analysis to explain volume, handle time, productivity, shrinkage, capacity, and staffing variances against plan.
- Assist with sizing and integration of business initiatives, operational changes, channel strategies, productivity improvements, and demand shifts into strategic forecasts and capacity plans.
- Validate forecast inputs and outputs across systems, ensuring data alignment, consistency, and integrity between workforce management tools, reporting platforms, planning models, and source systems.
- Partner with others to translate business needs into technical requirements for forecasting tools, planning automation, data integration, reporting enhancements, and analytical solutions.
- Partner with business leaders, operations teams, technology partners, and workforce management stakeholders to understand demand drivers, planning assumptions, and operational impacts.
- Solve complex forecasting and capacity planning challenges by applying structured problem solving, scenario modeling, sensitivity analysis, and data-driven decision support.
- Support strategic planning cycles, budget processes, resource planning discussions, and ongoing FTE management through accurate forecasts and actionable capacity insights.
- Establish and maintain forecasting standards, documentation, governance routines, and best practices to improve consistency across business units and planning teams.
Required Qualifications
- 5+ years of experience in forecasting and/or capacity planning.
- Strong understanding of contact center operations and staffing.
- Experience building forecasts, planning models, or reporting tools.
- Strong analytical and problem-solving skills.
- Comfortable working with large data sets and turning insights into action.
- Advanced Excel and PowerPoint skills.
- Strong communication and presentation skills.
- Able to manage multiple priorities in a fast-paced environment.
- Proven ability to work across teams and build strong partnerships.
Desired Qualifications
- Experience with workforce management, forecasting, or reporting tools.
- Knowledge with SQL, Tableau, Alteryx, AI, or similar analytics tools.
- Experience building dashboards, reports, or automated solutions.
- Exposure to workforce planning, budgeting, or staffing strategies.
- Experience improving processes and finding smarter ways to work.
- Ability to understand how business changes impact staffing and capacity.
- Strong relationship-building and collaboration skills.
- Experience creating processes, standards, or best practices.
Skills:
- Business Analytics
- Business Intelligence
- Data Quality Management
- Fraud Management
- Monitoring, Surveillance, and Testing
- Collaboration
- Data Visualization
- Oral Communications
- Problem Solving
- Written Communications
- Analytical Thinking
- Critical Thinking
- Data and Trend Analysis
- Innovative Thinking
- Research
Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy
Shift:
1st shift (United States of America)
Hours Per Week:
40
Pay Transparency details
US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)
Pay and benefits information
Pay range
$83,800.00 - $127,000.00 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.
