Contact Center Manager: People, Process & Performance

NCSL International; Fort Worth (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

Bank of America is seeking a Contact Center Manager within the Estate Servicing Operations to lead a segment/unit, analyze complex issues, ensure policy compliance, and implement new processes to improve efficiency and workflow accuracy. You will oversee day-to-day activities, transactions and reporting.

You will coach and develop 11+ employees, focus on client care, employee engagement, and continuous process improvements through data-driven decisions, collaboration, and leadership.

Qualifications

• A commitment to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
• A commitment to advocate for employees in support of Bank of America's goal to be a Great Place to Work (Employee focus)
• Ability to diagnose patterns driving performance from observations and reports
• Coaching skills including giving feedback, planning, and inspiring change
• Knowledge of career planning tools and willingness to expand tooling
• Empathy and strong interpersonal communication
• Ability to build relationships across the organization to enable execution
• Strong collaboration and communication to implement solutions
• Desire to continuously learn and improve processes
• Thorough knowledge of financial industry products and services, policies and regulations
• 1+ years of experience as Manager or equivalent in a contact center or client-care role

Responsibilities

• Enables and empowers 11+ employees to deliver on the Client Care Pillars via inbound calls and chats
• Maintains understanding of team performance using KPIs and observations
• Identifies positive and negative patterns driving performance
• Coaches team and individuals to sustain positive patterns and mitigate negatives
• Nurtures employee development with feedback and career planning conversations
• Maintains a process excellence culture for consistent improvements
• Participates in routines to assess KPIs and take actions to improve health of operation
• Executes long and short-term plans to drive improvements in client care and engagement
• Makes sound, data-driven judgments balancing risks and rewards
• Engages in ongoing learning to stay current with market and tech trends

Skills

Customer focus

Employee focus

Performance coaching

Data-driven decisions

Communication

Relationship building

Leadership

Process improvement

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America is seeking a Contact Center Manager within the Estate Servicing Operations to lead a segment/unit, analyze complex issues, ensure policy compliance, and implement new processes to improve efficiency and workflow accuracy. You will oversee day-to-day activities, transactions and reporting.

You will coach and develop 11+ employees, focus on client care, employee engagement, and continuous process improvements through data-driven decisions, collaboration, and leadership.