Contact Center Operations Manager

Bank of America; Fort Worth (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Bank of America is seeking an Operations Manager for the NS&S team in the United States. The role leads a segment of Specialized Servicing and Fulfillment Operations, driving performance, process improvements, and employee development in a high-risk, high-attention environment.

The position requires coaching, data-driven decision making, and the ability to balance risks and rewards while maintaining process discipline.

Qualifications

• Minimum education requirement: High School Diploma or equivalent.
• 1+ years of experience as Manager, Assistant Manager or Proficiency Coach in a contact center or similar client-care role.
• Shift: 1st shift (United States of America)

Responsibilities

• Oversee day-to-day operations of a team of 11+ associates.
• Identify and resolve complex problems while ensuring policy compliance.
• Develop and implement new processes to improve operating efficiency and workflow accuracy.
• Coach team members to sustain positive performance patterns and support career growth.
• Drive improvements in client care, employee engagement and operational health.

Skills

Business Operations Management

Customer Service Management

Performance Management

Process Performance Measurement

Talent Development

Account Management

Client Management

Leadership Development

Process Management

Relationship Building

Hiring and Onboarding

Policies, Procedures, and Guidelines

Process Design

Risk Management

Workforce Analytics

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America is seeking an Operations Manager for the NS&S team in the United States. The role leads a segment of Specialized Servicing and Fulfillment Operations, driving performance, process improvements, and employee development in a high-risk, high-attention environment.

The position requires coaching, data-driven decision making, and the ability to balance risks and rewards while maintaining process discipline.