Bank of America
Operations Manager
Phoenix +1 · Manager · Full-time · Posted Sep 22, 2026
- Location
- Phoenix
Tampa - Experience
- 1+ years in a contact center as a Manager, Assistant Manager, or Proficiency Coach, or relevant work experience.
About the job
Leads a National Service & Solutions operations unit, managing employees and workflows for complex or escalated client situations while improving service, efficiency, and compliance.
What you'll do
- Manage staffing, employee coaching, performance, and day-to-day operations for a team of 11 or more employees.
- Ensure adherence to bank and regulatory policies, manage operational risks, and oversee budgets, expenses, forecasting, and reporting.
- Analyze performance metrics and processes, then implement improvements to client care, efficiency, and employee engagement.
What they ask for
- At least 1 year of experience as a Manager, Assistant Manager, or Proficiency Coach in a contact center, or relevant work experience.
- Advanced/Expert MS Office skills, especially Excel and PowerPoint.
- Knowledge of financial industry products and services, and banking policies and regulations.
- Strong performance coaching, analytical, organizational, communication, and relationship-building skills.
Nice to have
- Familiarity with Quality Assurance, call monitoring, and calibration routines.
- Familiarity with legal documents including Powers of Attorney, Trusts, OFAC, Representative Payee appointments, and VA Custodian.
Tools
MS Office, Excel, PowerPoint
Model-written summary · the original posting is authoritative