Operations Performance Coach (ACS)

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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.

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

Skills:

• Active Listening
• Attention to Detail
• Coaching
• Drives Engagement
• Oral Communications
• Adaptability
• Collaboration
• Data Collection and Entry
• Quality Assurance
• Written Communications
• Consulting
• Customer Experience Improvement
• Fiscal Responsibility
• Mentoring
• Prioritization

Schedule: Monday- Friday 9:00am-6:00pm

(some flexibility working extended shift or weekends)

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40