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Bank Of America Readiness Operations Manager 
United States, Arizona, Phoenix 
149469816

01.04.2025

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.
1st shift (United States of America)