Bank of America
Contact Center Team Manager
Phoenix · Manager · Full-time · Posted Sep 28, 2026
- Experience
- 1+ years in a Manager, Assistant Manager, or Proficiency Coach contact center role, or equivalent experience in a client care-oriented role.
- Education
- High School Diploma / GED / Secondary School or equivalent
About the job
Leads an Estate Servicing Operations contact center team, overseeing employee performance and coaching while improving client care, compliance, and operational efficiency.
What you'll do
- Leads and coaches a team of 11+ employees handling inbound calls and chats, using performance analysis to improve results and support employee development.
- Oversees daily operations, ensures policy compliance and control discipline, and addresses complex problems and risks.
- Implements process and strategic improvements to client care, efficiency, and employee experience.
What they ask for
- At least 1 year of experience as a Manager, Assistant Manager, or Proficiency Coach in a contact center, or equivalent experience in a client care-oriented role.
- Knowledge of financial industry products and services, general banking policies, and applicable banking regulations.
- Proficiency in performance analysis and coaching, including tailoring feedback and developing improvement plans.
- High school diploma, GED, secondary school, or equivalent.
Nice to have
- Familiarity with Quality Assurance routines.
- Familiarity with call monitoring and calibration routines.
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