Bank Of America Readiness Operations Manager 

United States, Arizona, Phoenix 

149469816

Key responsibilities

• Partner with training, quality assurance, and operations teams to identify skill gaps and develop targeted coaching initiatives.
• Indirectly supervise a team of proficiency coaches responsible for conducting individual and group coaching sessions.
• Monitor performance benchmarks and KPIs to measure coaching effectiveness.
• Utilize data-driven insights to tailor coaching strategies for different agent proficiency levels.
• Ensure timely and effective feedback loops between coaches, agents, and leadership.
• Work closely with contact center leadership to align coaching initiatives with business objectives.
• Act as a liaison between training, quality assurance, and workforce management teams to ensure a holistic approach to employee development.
• Communicate coaching outcomes, trends, and impact to senior leadership through regular reports and presentations.
• Stay up to date with industry trends and best practices in coaching, contact center operations, and training.
• Conduct interactive training sessions, workshops, and seminars for employees across multiple departments and in both in-person and virtual settings.
• Customize training programs based on business needs, learner feedback, and performance data.
• Evaluate training effectiveness through assessments, participant feedback, and performance metrics.
• Identify gaps in training content and recommend improvements to enhance learning outcomes.
• Drive a culture of engagement, motivation, and professional growth.

Required skills

• 2+ years merchant operations experience.
• 10+ years people management experience.
• 3+ years experience facilitating in a call center environment or equivalent experience.
• Organizational skills and ability to handle multiple tasks with competing deadlines.
• Understanding of regulatory requirements, bank policies, and procedures.
• Ability to analyze a variety of performance reports at an individual and team level to diagnose current performance opportunities.

Ideal candidate

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Data-driven decision-making and analytical mindset.
• Ability to drive engagement, motivation, and accountability.
• Background in change management and process improvement methodologies.