Bank Of America Contact Center Team Manager 

United States, Pennsylvania, Scranton 

221504155

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)