Contact Center Manager: Data-Driven Leadership & Coaching

NCSL International; Phoenix, Northern (AZ, KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Bank of America is seeking an experienced Contact Center Manager to lead a segment of the Estate Servicing Operations (ESO) unit. You will oversee daily activities, ensure compliance, and implement new processes to improve efficiency and accuracy.

The role emphasizes coaching, inclusion, and data-driven decision making to enhance client care and employee engagement. Ideal candidates bring 1+ years in a similar leadership role within a contact center, strong cross-functional communication, and a

Qualifications

• Customer-focused approach to meet and exceed expectations.
• Employee-focused leadership supporting a Great Place to Work.
• Ability to diagnose patterns using performance reports.
• Proficiency in coaching and giving actionable feedback.
• Willingness to grow with career planning tools.
• Empathy and strong interpersonal communication.
• Relationship building inside and outside the organization.
• Collaborative communication to implement solutions.
• Commitment to learning and process improvements.
• Thorough knowledge of financial industry products and regulations.
• 1+ years as Manager/Assistant Manager in a contact center.

Responsibilities

• Lead a segment or small ESO unit for SSFO and oversee daily activities.
• Identify, analyze, and resolve complex problems while ensuring compliance.
• Develop and implement new processes to improve efficiency and accuracy.
• Coach team and individuals to sustain positive patterns and growth.
• Foster inclusion and champion enterprise culture and engagement.
• Manage expenses and demonstrate an owner's mindset.
• Deliver clear communications to motivate and align with business results.
• Recruit, onboard and develop talent; support mobility for career growth.
• Drive improvements in client care, efficiency and employee engagement.
• Maintain current knowledge of market trends and relevant software.

Skills

Customer Service Management

People Management

Coaching & Feedback

Analytics & KPIs

Empathy

Communication Skills

Relationship Building

Process Improvement

Leadership

Recruiting & Onboarding

Education

High School Diploma / GED

Job description

Bank of America is seeking an experienced Contact Center Manager to lead a segment of the Estate Servicing Operations (ESO) unit. You will oversee daily activities, ensure compliance, and implement new processes to improve efficiency and accuracy.

The role emphasizes coaching, inclusion, and data-driven decision making to enhance client care and employee engagement. Ideal candidates bring 1+ years in a similar leadership role within a contact center, strong cross-functional communication, and a