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Bank Of America Contact Center Team Manager 
United States, Pennsylvania, Scranton 
221504155

16.08.2024

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

• 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

2nd shift (United States of America)