Readiness Operations Manager

Job Description:

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 a diverse and 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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job description

Individual contributor and leader of Coaching for Success, Enterprise Merchant Operation’s in-role proficiency coaching program. The Manager of Coaching for Success is responsible for overseeing a structured coaching framework to enhance the performance, efficiency, and skill development of contact center agents. This role ensures that coaching strategies align with business objectives, improve key performance metrics, and foster a culture of continuous learning and development.

Manager will provide dual support to learning and facilitation. This aspect of the role requires candidate to develop and deliver effective training programs to employees at various levels of the organization. Additionally, individual contributor ensures that employees acquire the necessary skills, knowledge, and competencies to enhance their performance and contribute to business success. Manager will design dynamic learning content utilizing a multi-media approach and awareness to different learning styles. Must use a variety of instructional techniques, interactive activities, and technology-driven solutions to create impactful learning experiences.

Key responsibilities

• Partner with training, quality assurance, and operations teams to identify skill gaps and develop targeted coaching initiatives.
• Indirectly supervise a team of proficiency coaches responsible for conducting individual and group coaching sessions.
• Monitor performance benchmarks and KPIs to measure coaching effectiveness.
• Utilize data-driven insights to tailor coaching strategies for different agent proficiency levels.
• Ensure timely and effective feedback loops between coaches, agents, and leadership.
• Work closely with contact center leadership to align coaching initiatives with business objectives.
• Act as a liaison between training, quality assurance, and workforce management teams to ensure a holistic approach to employee development.
• Communicate coaching outcomes, trends, and impact to senior leadership through regular reports and presentations.
• Stay up to date with industry trends and best practices in coaching, contact center operations, and training.
• Conduct interactive training sessions, workshops, and seminars for employees across multiple departments and in both in-person and virtual settings.
• Customize training programs based on business needs, learner feedback, and performance data.
• Evaluate training effectiveness through assessments, participant feedback, and performance metrics.
• Identify gaps in training content and recommend improvements to enhance learning outcomes.
• Drive a culture of engagement, motivation, and professional growth.

Required skills

• 2+ years merchant operations experience.
• 10+ years people management experience.
• 3+ years experience facilitating in a call center environment or equivalent experience.
• Organizational skills and ability to handle multiple tasks with competing deadlines.
• Understanding of regulatory requirements, bank policies, and procedures.
• Ability to analyze a variety of performance reports at an individual and team level to diagnose current performance opportunities.

Ideal candidate

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Data-driven decision-making and analytical mindset.
• Ability to drive engagement, motivation, and accountability.
• Background in change management and process improvement methodologies.

Shift:

1st shift (United States of America)

Hours Per Week: 

40