Consumer Operations Team Lead

Bank of America; Newark (NJ); On-site; USD 75,000 - 105,000; Full time

Job summary

Bank of America is seeking a Manager to oversee a production/ contact center team in the United States. This role focuses on driving performance, coaching staff, and ensuring adherence to regulatory and operational standards.

The position emphasizes inclusive leadership, talent development, and data-driven decision making to deliver high-quality customer interactions and efficient processes. On-site work is expected in a dynamic, collaborative environment.

Qualifications

• Experience leading and coaching teams in a production or contact center setting.
• Ability to drive performance, provide actionable feedback and conduct difficult conversations.
• Strong ownership for team outcomes, managing multiple priorities with a client-focused approach.
• Excellent written and verbal communication with attention to detail.
• Proficiency in Microsoft Excel and Word.

Responsibilities

• Drives team to reduce performance variability and achieve peak performance metrics in a high-volume environment.
• Addresses real-time needs of team and supports contact center initiatives for consistency.
• Hires, retains, and coaches employees to meet deadlines and deliver high-quality interactions while following regulatory requirements.
• Identifies and manages employee or business risk and escalates appropriately.
• Complies with bank procedures, controls and integrity standards.

Skills

Coaching

Customer Service

Management

Customer Focus

Issue Management

Performance Management

Active Listening

Decision Making

Inclusive Leadership

Talent Development

Analytical Thinking

Engagement

Hiring and Onboarding

Process Metrics

Risk Management

Tools

Excel

Word

Job description

Bank of America is seeking a Manager to oversee a production/ contact center team in the United States. This role focuses on driving performance, coaching staff, and ensuring adherence to regulatory and operational standards.

The position emphasizes inclusive leadership, talent development, and data-driven decision making to deliver high-quality customer interactions and efficient processes. On-site work is expected in a dynamic, collaborative environment.