Contact Center Operations Manager – CashPro & Technical Services

Bank of America•Charlotte, NC

14d•Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for leading a segment or a small operations unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and managing the budget, expenses, forecasting, and reporting. LOB Job Description: Manages a team of contact center advisors who support Commercial and Large Corporate clients with inquiries related to CashPro and Technical Service Center platforms. The team provides assistance through both phone and chat channels, ensuring exceptional client experience and operational excellence. Manager will be responsible for ensuring adequate staffing levels and service level agreements are met in a timely manner to drive client delight. Responsible for: performance management, process excellence, turnover, reporting, and forecasting trends to drive efficiencies. Must lead people to perform, translate strategy into tactical action plans, recruit and grow talent while staying client focused.

Requirements

2-3 years of management experience or team lead role with direct exposure to commercial card or treasury services.
Strong verbal and written communication skills.
Proven ability to coach, discipline, and recognize team members in alignment with company guidelines.
Experience in a call center environment required; chat support experience preferred
Must be able to manage time effectively and work independently without direct supervision
Excellent level of personal organization with superior personal and telephone etiquette, verbal and written communication skills, as well as, client relationship skills.
Ability to react quickly and decisively to resolve client concerns.
Demonstrated ability to work calmly in a fast-paced team environment while effectively managing multiple projects.
Must be able to use influence to manage performance of team.
Proficiency in the use of Microsoft Office product suite, including Excel (Advance), PowerPoint, and outlook are essential.
Help create and maintain strong morale; cooperate with team members to resolve problems and achieve goals.
Business Operations Management
Customer Service Management
Performance Management
Process Performance Measurement
Talent Development
Account Management
Client Management
Leadership Development
Process Management
Relationship Building
Hiring and Onboarding
Policies, Procedures, and Guidelines Management
Process Design
Risk Management
Workforce Analytics

Nice To Haves

Brings innovative ideas to drive unique solutions and improve processes.
Thrives in diverse environments and collaborates effectively to determine optimal outcomes.
Demonstrates ability to connect with a broad client base and anticipate future needs.
Committed to challenging the status quo and fostering positive change.
Actively participates in advancing tools, technology, and ways of working to serve evolving client needs.
Values diversity and inclusion to reflect and meet the needs of clients and employees globally.

Responsibilities

Forecasts and manages staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
Aligns bank priorities and strategies to employee metrics and goals and strives to recognize, encourage, and improve team performance to support an inclusive work environment
Lead and manage a team of phone and chat advisors, ensuring adherence to Service Level Agreements (SLAs) and quality standards.
Hire, coach, and develop team members to foster growth and performance.
Serve as the primary escalation point for client teams and resolve complex issues promptly.
Participate in projects impacting CashPro and Technical Services operations.
Ensure advisors receive ongoing training and maintain up-to-date procedures.
Promote a strong risk culture by challenging processes and ensuring compliance with risk appetite.
Analyze Client Delight survey results and recommend actions to enhance client satisfaction.
Drive continuous improvement and innovation within the team.