Bank of America
Operations Manager
Phoenix · Manager · Full-time · Posted Sep 22, 2026
- Experience
- 1+ years in the stated managerial/contact-center roles or relevant work experience.
About the job
Leads a National Service & Solutions operations unit, managing employees and workflows to deliver client care, maintain compliance, and improve performance and efficiency.
What you'll do
- Oversee staffing, coaching, performance measurement, and day-to-day employee operations.
- Ensure adherence to bank and regulatory procedures while managing budgets, expenses, forecasting, and reporting.
- Analyze workflows and performance data, then implement process improvements and strategic plans.
What they ask for
- 1+ years of experience as 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, general banking policies and regulations applicable to banking.
- Strong performance coaching, analytical, organizational, and communication skills.
Nice to have
- Familiarity with Quality Assurance routines.
- Familiarity with call monitoring and calibration routines.
Tools
MS Office, Excel, PowerPoint
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