Contact Center Manager: People & Process Leader

Socket.dev; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Job summary

Bank of America is seeking a Contact Center Manager for the Estate Servicing Operations (ESO) team in the United States. The role leads a segment of the ESO unit, driving efficiency, accuracy, and client care through coaching and data-driven decisions.

You will oversee day-to-day activities, set strategic plans, and ensure compliance with policies while fostering an inclusive, high-performing environment and continued employee development.

Qualifications

• Commitment to advocating for clients to meet and exceed expectations.
• Experience coaching individuals and teams to improve performance.
• Ability to balance data-driven decisions with employee development.
• Strong interpersonal communication and relationship-building skills.

Responsibilities

• Lead a segment or small ESO unit; oversee day-to-day activities and transactions.
• Analyze performance data and identify patterns to drive improvements.
• Coach the team and individuals to sustain positive performance.
• Foster process excellence and continuous improvement in operations.
• Participate in routines to assess KPIs and implement actions.
• Develop long- and short-term plans to improve client care and efficiency.
• Balance risks and rewards using sound data-driven judgments.
• Engage in ongoing learning about market trends and technology.

Skills

People leadership

Customer focus

Coaching

Data analysis

Effective communication

Process improvement

Education

High School Diploma

Job description

Bank of America is seeking a Contact Center Manager for the Estate Servicing Operations (ESO) team in the United States. The role leads a segment of the ESO unit, driving efficiency, accuracy, and client care through coaching and data-driven decisions.

You will oversee day-to-day activities, set strategic plans, and ensure compliance with policies while fostering an inclusive, high-performing environment and continued employee development.