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Contact Center Team Manager

2 months ago

Tampa, Florida, United States Bank of America Full time
About the Role

We are seeking a highly skilled Contact Center Team Manager to lead our National Service & Solutions team. As a key member of our Global Operations team, you will be responsible for executing the Line of Business (LOB) strategy and managing a team of 15-25 call center associates.

Key Responsibilities
  • Maintain a full understanding of team and individual performance using long and short-term analysis of key performance indicators, observations, and anecdotal information.
  • Identify positive and negative patterns driving the performance and coach the team to sustain positive patterns and mitigate negative patterns to improve or sustain performance.
  • Nurture employee development with effective feedback and career planning conversations.
  • Sustain a process excellence culture to maintain consistent and iterative improvements in all aspects of the operation and employee experience.
  • Actively participate in routines and practices to accurately assess key performance indicators and execute on actions needed to improve and maintain the health of the operation and the employee experience.
  • Execute long and short-term strategic plans to drive improvements in client care, efficiency, employee engagement, and growth.
  • Makes sound judgments based on data to balance risks with rewards, maintain control discipline, and respond to change.
  • Engage 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 skillset.
Requirements
  • 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).
Preferred Qualifications
  • Deposits and/or CD/IRA background.
  • Experience with quality assurance routines.
  • Familiarity with call monitoring and calibration routines.
Skills
  • 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.