Consumer Team Manager - 2nd Shift

Bank of America; Tampa (FL); On-site; USD 70,000 - 95,000; Full time

Job summary

Bank of America in Tampa, FL is seeking a seasoned Call Center Team Manager to lead daily operations, drive performance, and ensure regulatory compliance across a high-volume contact center. You will hire, coach, and retain staff, while monitoring performance metrics and process improvements.

The role requires strong communication, the ability to manage multiple tasks, and a track record of developing associates to achieve results. Onsite presence is expected per the workplace policy.

Qualifications

• Minimum of 2 years leadership/management experience.
• Minimum 1 year Call Center Experience.
• Excellent written and oral communication skills.
• Works well independently.
• Ability to manage multiple functions while managing and motivating the efforts of others.
• Ability to develop associates to achieve optimal performance results.
• Attention to detail with excellent organizational skills.
• Demonstrated ability to solve problems and make decisions.

Responsibilities

• Drives team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, and high-execution environment
• Addresses real-time needs of team, completes administrative tasks on time, and participates in contact center initiatives to drive consistency across the business
• Hires, retains, and coaches employees to meet production deadlines, enhance efficiency, and deliver high quality interactions while ensuring adherence to regulatory requirements
• Identifies and manages employee or business risk and escalates through the appropriate channels
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Skills

Leadership

Call Center Experience

Communication Skills

Independent Work

Project Management

Time Management

Detail Oriented

Problem Solving

Tools

Excel

PowerPoint

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 managing overall team performance. Key responsibilities include overseeing day-to-day activities of employees, managing risk, and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding and team retention.

Responsibilities:

• Drives team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, and high-execution environment
• Addresses real-time needs of team, completes administrative tasks on time, and participates in contact center initiatives to drive consistency across the business
• Hires, retains, and coaches employees to meet production deadlines, enhance efficiency, and deliver high quality interactions while ensuring adherence to regulatory requirements
• Identifies and manages employee or business risk and escalates through the appropriate channels
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Minimum of 2 years + of leadership/management experience
• Minimum 1 year + Call Center Experience
• Excellent written and oral communication skills
• Works well independently
• Ability to manage multiple functions while managing and motivating the efforts of others
• Ability to develop associates to achieve optimal performance results
• Attention to detail with excellent organizational skills
• Demonstrated ability to solve problems and make decisions
• Flexible and adaptable with good time management skills
• Ability to lead projects and continually utilize independent judgment
• Must be flexible with schedule and shift (including weekends and holidays)
• Ability to handle ambiguity and adapt to changing circumstances
• Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic

Desired Qualifications:

• Minimum of 1 year + ATM/Debit and/or Fraud Deposit call center experience
• Working knowledge of Excel, Power Point, IE

Skills:

• Coaching
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Performance Management
• Decision Making
• Talent Development
• Analytical Thinking
• Drives Engagement
• Hiring and Onboarding
• Process Performance Measurement

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.

Work Schedule:

Sunday-Thursday / Tuesday - Saturday (3:30pm - 12:00am Local Time)

Bank of America is a global financial institution offering comprehensive banking, investment, and asset management services to individuals, businesses, and corporations.

Banking Credit Intermediation Financial Services

100 North Tryon Street, Charlotte, NC 28202, US 16001 Dallas Pkwy, Addison, TX 75001, US 3123 N Scottsdale Rd, Scottsdale, AZ 85251, US 135 S La Salle St, Chicago, IL 60603, US 500 W 7th St, Fort Worth, TX 76102, US 333 S Hope St, Los Angeles, CA 90071, US 7105 Corporate Dr, Plano, TX 75024, US 115 W 42nd St, New York, NY 10036, US