Wealth Operations Team Lead — Coaching & Growth

Bank of America; Fort Worth (TX); Sur place; USD 70 000 - 95 000; Plein temps

Résumé du poste

Bank of America in the United States is seeking a Team Lead for Consumer Investments Client Services to guide a cohort of associates, coach and ensure service excellence in a busy contact center.

The role emphasizes inclusion, performance management, and data-driven decisions to deliver responsible growth and a world-class client experience. Strong leadership, coaching, and process improvement are essential, with 40 hours/week on-site in the Fort Worth area.

Qualifications

• Experience coaching and developing a team of associates.
• Strong customer service management and leadership skills.
• Ability to analyze data and drive performance improvements.

Responsabilités

• Supervise day-to-day activities of a team of non-registered associates.
• Ensure schedule adherence and call management according to contact center strategy.
• Deliver core business scorecards and performance metrics.
• Recruit, onboard and develop talent; coach team for career growth.

Connaissances

Coaching

Customer Service Management

Customer Focus

Issue Management

Performance Management

Active Listening

Decision Making

Inclusive Leadership

Talent Development

Analytical Thinking

Engagement Driving

Hiring and Onboarding

Process Performance Measurement

Risk Management

Formation

High School Diploma / GED / Secondary School or equivalent

Description du poste

Bank of America in the United States is seeking a Team Lead for Consumer Investments Client Services to guide a cohort of associates, coach and ensure service excellence in a busy contact center.

The role emphasizes inclusion, performance management, and data-driven decisions to deliver responsible growth and a world-class client experience. Strong leadership, coaching, and process improvement are essential, with 40 hours/week on-site in the Fort Worth area.