Contact Center Team Manager

Fort Worth, Texas

Job Description:

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

JOB SUMMARY:

This job is responsible for executing Line of Business strategy and leading a team of customer service associates. Key responsibilities include managing projects to drive efficiency, cost reductions, and improvements to customer service impacts throughout the business. Job expectations include acting as the subject matter expert, handling multiple simultaneous complex activities, and defining opportunities to meet associate and customer satisfaction goals within the team.

RESPONSIBILITIES:

• Promotes employee development and executes long and short-term strategic and career planning

• Creates world class client experience by prioritizing customer needs, problem-solving and assessing information from various sources to effectively make sound decisions

• Engages in ongoing personal education to maintain a current working knowledge of the business

• Conveys information verbally and in written form, enabling the audience to understand and retain the message

• Demonstrates self-confidence, courage, sense of calm, control, and optimism that inspires others to follow in difficult or unpredictable situations

• Manages business results through formalized management routines and coaching

REQUIRED QUALIFICATIONS:

•Minimum of 1 year of call center management experience.

DESIRED QUALIFICATIONS:

•Minimum education level of Associate's Degree or higher.

Skills:

• Customer Service Management

• Customer and Client Focus

• Issue Management

• Performance Management

• Risk Management

• Active Listening

• Business Acumen

• Coaching

• Conflict Management

• Research

• Business Continuity Management

• Emotional Intelligence

• Hiring and Onboarding

• Problem Solving

• Quality Assurance

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE .

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.