Contact Center Team Lead

1 week ago

Tampa, Florida, United States Bank of America Full time
About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Our company is built on the principles of Responsible Growth, which drives our daily operations and decision-making processes.

We strive to be a great place to work for our teammates around the world, fostering a diverse and inclusive workplace culture. We invest in our employees' physical, emotional, and financial well-being through competitive benefits and opportunities for growth and development.

Job Description

The National Service & Solutions team is a specialized contact area within Global Operations, supporting high-risk and complex activities. As a Contact Center Team Lead, you will be responsible for executing the Line of Business (LOB) strategy and managing a team of 15-25 call center associates. Your key responsibilities will include:

  • Maintaining a full understanding of team and individual performance using long and short-term analysis of key performance indicators, observations, and anecdotal information.
  • Identifying positive and negative patterns driving performance and coaching the team to sustain positive patterns and mitigate negative patterns.
  • Nurturing employee development through effective feedback and career planning conversations.
  • Sustaining a process excellence culture to maintain consistent and iterative improvements in all aspects of the operation and employee experience.
  • Actively participating 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.
  • Executing long and short-term strategic plans to drive improvements in client care, efficiency, employee engagement, and growth.
  • Making sound judgments based on data to balance risks with rewards, maintain control discipline, and respond to change.
  • Engaging in ongoing personal education to maintain a current working knowledge of the market, technology, best practices in employee engagement, and updated skill sets.
Requirements

To be successful in this role, you will need:

  • At least 2 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-motivation and ability to work independently.
  • Strong experience with Microsoft Office products (Word, Excel, PowerPoint).
Desired Qualifications

We are looking for candidates with:

  • Deposits and/or CD/IRA background.
  • Experience with quality assurance routines.
  • Familiarity with call monitoring and calibration routines.
Skills

The ideal candidate will possess the following 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.

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