Contact Center Team Manager

Contact Center Manager

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates' physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

The Estate Servicing Operations (ESO) organization is a dynamic organization committed to delivering best-in-class care for clients and internal partners. We specialize in situations that require a compassionate touch, high attention to detail, management of high risks, adjustments for unique product or situation combinations and education of internal partners. We respond rationally, but rapidly to an ever-evolving set of products, compliance requirements, and client needs. ESO practices process excellence in every facet of our operation and is committed to creating a work environment that drives positive employee engagement and growth. ESO delivers high quality care for internal and external clients with complex situations or escalated calls involving high risk requests, multiple products and unique needs.

The ESO team is seeking an experienced and motivated individual to join our high performing team as a Contact Center Manager.

This job is responsible for leading a segment or a small operation ESO unit for Specialized Servicing and Fulfillment Operations (SSFO). Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and reporting.

Responsibilities:

As a member of an ESO site leadership team, a Contact Center Manager:

• Enables and empowers 11+ employees to deliver on the Client Care Pillars easily and efficiently via inbound calls and chats
• Maintains a full understanding of the team's performance. Understanding the performance of each person, 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

Managerial Responsibilities: This position will have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the "why" and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner's mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Experience | Qualifications | Knowledge

Required:

A commitment to advocate for internal/external clients to meet and exceed their expectations (Customer focus)

A commitment to advocate for employees in support of Bank of America's goal to be a Great Place to Work (Employee focus)

Ability to combine observations with the analysis of a variety of performance reports at an individual and team level to diagnose positive and negative patterns driving the performance

A wide array of proficient to expert performance coaching skills including, but not limited to, customizing feedback for individuals, clearly articulating feedback, partnering with recipients to design plans, inspiring change, and inspiring trust

A working knowledge of the career planning tools advocated for by the Bank and a willingness to expand expertise with the tools

Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)

Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy-to-understand manner, and builds confidence (Verbal expression, trust building, and knowledge sharing)

Ability to build and maintain relationships within and outside the organization in such a way that it facilitates the execution of the process and enables career development (Network/Relationship Building)

Collaborative verbal and written communication skills to obtain clarifying information, explain action needed/reasoning, effectively partner to find/implement solutions

Seeks opportunities to improve depth/breadth of knowledge and personal performance and to remain current with iterative process changes and software updates (Desire to learn)

Thorough knowledge of financial industry products and services, general banking policies and regulations applicable to banking

1+ years of experience as Manager, Assistant Manager or Proficiency Coach in a contact center or equivalent experience in a client care-oriented role

Desired:

Familiarity with Quality Assurance routines

Familiarity with call monitoring and calibration routines

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 Management

Process Design

Risk Management

Workforce Analytics

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift: 1st shift (United States of America)

Hours Per Week: 40