Operations Performance Manager

Bank of America • Las Vegas, NV

4d • Onsite

About The Position

Responsible for driving out operational excellence across the contact center(s). Influences & guides the performance of client facing contact center associates. Identifies strategies and solutions that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, SMEs. Will identify opportunities for improvement, conduct analysis to determine root causes, propose solutions, scope out projects, implement solutions and assess impact. Solutions include process improvement or integration, leadership development, skill development and training. Oversees the execution of robust control reporting to monitor multiple facets of the operation. Requires a thorough knowledge of the department or business unit’s functional area or products.

Requirements

• 3+ years managing team(s) call center and / or operational organizations in a mission-critical environment
• Strong interpersonal and relationship building/managing skills
• Proven business and operations knowledge/experience
• Proactive & self-starter
• Ability to work in fast paced environment with competing priorities
• Strong Excel and PowerPoint skills
• Proactively leverage data, analysis and reporting to identify performance trends and enablement opportunities
• Strong leadership and communication skills, able to influence with impact across the organization.
• Outstanding communication and presentation skills (verbal and written) at the executive level
• Ability to effectively coach team managers, gain followership through influence and drive positive results

Nice To Haves

• Retail and Preferred knowledge
• Client Care Contact center knowledge
• Experience in Change Management, HR, Finance, Communications, Business Controls or Operations
• Ability to effectively interact with all levels of management
• Project management

Responsibilities

• Drive out operational excellence across the contact center(s).
• Influence and guide the performance of client facing contact center associates.
• Identify strategies and solutions linked to organizational and business goals by establishing and maintaining partnerships with key business leaders and SMEs.
• Identify opportunities for improvement, conduct analysis to determine root causes, propose solutions, scope out projects, implement solutions, and assess impact.
• Oversee the execution of robust control reporting to monitor multiple facets of the operation.

Benefits

• Access to paid time off
• Resources and support to our employees
• Discretionary incentive eligible
• Annual discretionary award based on individual performance, line of business performance, and overall company success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed