Contact Center Team Manager- National Service & Solutions

Job Description:

ABOUT US:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

JOB DESCRPTION:

National Service & Solutions is a specialized contact area within Global Operations supporting high risk and complex activities. The team is responsible for providing Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers (FC), clients (internal and external) and third parties.  Team Managers in NS&S are responsible for executing the LOB strategy and managing a team of 15-25 call center associates. May manage projects to drive efficiency, cost reductions, and improve client experience impacts throughout the business. May act as the subject matter expert on various projects and is able to handle multiple complex activities. Defines opportunities to meet associate and customer satisfaction goals within the team, and at the site level.

MANAGERIAL RESPONSIBILITIES:

• Maintains a full understanding of team and individual performance using long and short term analysis of key performance indicators, observations, and anecdotal information
• Identifies positive and negative patterns driving the performance
• Coaches the team and individuals to sustain positive patterns and mitigate negative patterns to improve or sustain performance
• Nurtures employee development with effective feedback and career planning conversations
• Sustains a process excellence culture to maintain consistent and iterative improvements in all aspects of the operation and employee experience
• Actively participates in routines and practices to accurately assess key performance indicators and executes on actions needed to improve and maintain the health of the operation and the employee experience .
• Executes long and short-term strategic plans to drive improvements in client care, efficiency, employee engagement and growth.  
• Makes sound judgements based on data to balance risks with rewards, maintain control discipline, and respond to change   
• Engages in ongoing personal education to maintain a current working knowledge of the market, technology that would benefit the operation, best practices in employee engagement, and updated skill set.                                                                                                                 

REQUIRED QUALIFICATIONS:

• 2 or more years of Contact Center experience
• Demonstrated leadership experience in a call center environment
• Thorough knowledge of Financial Center products, services and bank policies
• Excellent verbal and written communication skills
• Experience with coaching employees and providing feedback
• Self-motivated and able to work independently
• Strong experience with Microsoft Office products (Word, Excel, PowerPoint)

DESIRED QUALIFICATIONS:

• Deposits and/or CD/IRA background
• Experience with quality assurance routines
• Familiarity with call monitoring and calibration routines

SKILLS:

• Issue Management

• Risk Management

• Customer Service Management

• Performance Management

• Customer and Client Focus

• Active Listening

• Business Acumen

• Coaching

• Conflict Management

• Research

• Business Continuity Management

• Quality Assurance

• Emotional Intelligence

• Problem Solving

Shift:

Hours Per Week: