Contact Center Operations Leader

Socket.dev; Fort Worth (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Bank of America is seeking an Operations Manager within the National Service & Solutions (NS&S) organization. This role leads a segment or small unit, resolving complex problems, ensuring policy compliance, and implementing new processes to improve efficiency and workflow accuracy.

You will oversee day-to-day activities of 11+ employees, drive performance analytics, and coach teams to sustain positive patterns. Strong data-driven decision making is essential for success in this role.

Qualifications

• Experience managing a contact center or client care role
• 1+ years as Manager, Assistant Manager or Proficiency Coach
• Familiarity with Quality Assurance routines
• Strong leadership, coaching and people development skills

Responsibilities

• Lead an NS&S operations segment and oversee day-to-day activities
• Coach and develop team members to sustain performance improvements
• Ensure policy compliance and drive process improvements
• Manage inbound calls and chats to deliver strong client care

Skills

Business Operations Management

Customer Service Management

Performance Management

Process Design

Risk Management

Leadership Development

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America is seeking an Operations Manager within the National Service & Solutions (NS&S) organization. This role leads a segment or small unit, resolving complex problems, ensuring policy compliance, and implementing new processes to improve efficiency and workflow accuracy.

You will oversee day-to-day activities of 11+ employees, drive performance analytics, and coach teams to sustain positive patterns. Strong data-driven decision making is essential for success in this role.