Proficiency Coach I- Jacksonville, FL

Bank of America•Jacksonville, FL

2d•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 assisting and guiding employees in improving their performance in key efficiency, effectiveness, and quality metrics in the contact center. Key responsibilities include working closely with employees to identify strengths and opportunities for improvement, providing targeted coaching, and administering training to help enhance skills and progression towards achieving goals. Job expectations include performing a combination of one-on-one coaching sessions, group trainings, and providing ongoing support to foster continuous personal and team growth and development. On-Boarding & Proficiency Coach provides coaching and development of new hires throughout the on-boarding experience. This role will ensure employees are adequately prepared for their new or expanded roles, resulting in improved retention and a quicker proficiency ramp. Responsible for the onboarding process of new hires in classroom, immersion and on the job training including post 3 months ramp to proficiency

Requirements

Current Advanced Client Solutions experience
Minimum of 12 months of experience with card products
Minimum of 6 months experience leading or supporting ACS on the job training as either a ACS coach or ACS team manager
Requires experience and knowledge of Sales Force, Synergy, Interact, RMT and other systems and tools that are necessary to assess and improve performance as well as teaching and coaching skills
Excellent verbal and written communication skills
Self-motivated and able to work independently
Ability to develop action plans to remediate identified performance or quality opportunities for employees or teams.
Performance tracking and reporting of individual progress for each case and overall program effectiveness.
Ability to think critically to solve problems to ensure the best possible outcome
Proven ability to navigate to correct procedures as outlined in Solution Center
Excellent presentation skills
Ability to multi-task, plan and function in a self-directed environment
Ability to provide both virtual and onsite support as needed
Has a commitment to teamwork and the flexibility to work the new hire schedule
Flexibility in schedule
High School Diploma / GED / Secondary School or equivalent

Nice To Haves

Minimum of 12 months of experience with deposit/card products

Responsibilities

Works individually and in small groups with frontline employees to build their professional proficiency beyond standard skills acquired during training
Prepares, coaches, and reinforces desired team behaviors in partnership with team managers to support proficiency and retention of new-to-role employees
Identifies and assesses improvements in employee development and increases speed to proficiency and consistency in demonstrating and performing the desired skills
Provides support and instruction in partnership with contact center leadership throughout new hire on-boarding and continuing education of employees within a Contact Center
Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the on-boarding timeline
Facilitates immersion training and leads on the job training, providing guidance to OJT peer coaches
Leads skills practice and ongoing learning activities as well as conducting knowledge checks and knowledge gap remediation efforts
Partners with the team manager for ramp to proficiency through additional call listening, huddles, skill builder workshops
Collaborates with the management team to design successful action plans that improve overall performance
Provides timely and constructive feedback to guide and encourage employees to success
Identifies new hire training and OJT process improvements
Responsible for improvements in employee confidence and speed to proficiency
When not on-boarding, focus is on up-skilling and new initiatives including coaching, training, and assessing performance.
May be asked to virtually provide onboarding support across sites and regions