Lead Contact Center Manager – Client Care & Operations

ghr; Phoenix (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

Bank of America is seeking a Contact Center Manager to lead a Specialized Servicing and Fulfillment Operations unit. You will oversee day-to-day activities, ensure policy compliance, and implement new processes to drive efficiency.

The role requires 1+ years of managerial experience in a contact center, strong coaching and data-analysis skills, and a commitment to customer focus and employee development. Join a team dedicated to performance, inclusion, and delivering high-quality client care.

Qualifications

• Customer focus and employee advocacy are required.
• Experience in contact center or client care roles.
• Ability to analyze performance data and drive improvements.
• Strong leadership and coaching skills.

Responsibilities

• Enable and empower 11+ employees to deliver client care via inbound calls and chats.
• Monitor team performance using KPIs and observations.
• Coach individuals to improve performance and develop careers.
• Foster process excellence and continuous improvement.
• Participate in routines to assess KPIs and take actions to improve health of operation.
• Execute strategic plans to drive client care and efficiency.
• Balance risks with data-driven decisions.
• Stay current with market trends and technology.

Skills

Leadership

People Management

Customer Service

Data Analysis

Coaching

Process Improvement

Strategic Planning

Communication

Empathy

Timeline Management

Education

High School Diploma / GED

Job description

Bank of America is seeking a Contact Center Manager to lead a Specialized Servicing and Fulfillment Operations unit. You will oversee day-to-day activities, ensure policy compliance, and implement new processes to drive efficiency.

The role requires 1+ years of managerial experience in a contact center, strong coaching and data-analysis skills, and a commitment to customer focus and employee development. Join a team dedicated to performance, inclusion, and delivering high-quality client care.