Contact Center Operations Leader

Bank of America; Fort Worth (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

Bank of America is seeking an Operations Manager in the NS&S team to lead a segment of Specialized Servicing and Fulfillment Operations, guiding day-to-day activities, ensuring policy compliance, and implementing new processes to improve efficiency and accuracy.

You will coach 11+ associates, monitor key performance indicators, and drive improvements in client care, employee engagement, and operational health while balancing risks with business goals.

Qualifications

• Role requires managing associates in a contact center or client-care setting.
• Experience leading teams and coaching for performance improvements.
• Knowledge of process and data-driven decision making is essential.

Responsibilities

• Leads 11+ colleagues to deliver client care via inbound calls and chats
• Monitors team performance using KPIs and qualitative observations
• Identifies patterns driving performance and coaches accordingly
• Develops employees through feedback and career planning conversations
• Maintains a culture of process excellence and continuous improvement
• Assesses health of operation and employee experience through data
• Executes strategic plans to improve client care, efficiency, and engagement
• Balances risk and rewards with sound data-based judgments
• Keeps current with market trends and relevant technology

Skills

Operations management

People management

Coaching & feedback

Data-driven decision making

Process improvement

Education

High School Diploma / GED or equivalent

Job description

Bank of America is seeking an Operations Manager in the NS&S team to lead a segment of Specialized Servicing and Fulfillment Operations, guiding day-to-day activities, ensuring policy compliance, and implementing new processes to improve efficiency and accuracy.

You will coach 11+ associates, monitor key performance indicators, and drive improvements in client care, employee engagement, and operational health while balancing risks with business goals.