Required Qualification:•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 •Extremely organized/excellent time management skills with ability to manage and prioritize competing priorities•Ability to think strategically across the organization to identify opportunities to improve overall performance efficiency • A commitment to advocate for internal/external clients to meet and exceed their expectations (Customer focus)•A commitment to advocate for employees in support of Bank of America's goal to be a Great Place to Work (Employee focus)•Ability to combine observations with the analysis of a variety of performance reports at an individual and team level to diagnose positive and negative patterns driving the performance•A wide array of proficient to expert performance coaching skills including, but not limited to, customizing feedback for individuals, clearly articulating feedback, partnering with recipients to design plans, inspiring change, and inspiring trust•Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)•Ability to build and maintain relationships within and outside the organization in such a way that it facilitates the execution of the process and enables career development (Network/Relationship Building)•Collaborative verbal and written communication skills to obtain clarifying information, explain action needed/reasoning, effectively partner to find/implement solutions•Seeks opportunities to improve depth/breadth of knowledge and personal performance and to remain current with iterative process changes and software updates (Desire to learn)•Thorough knowledge of financial industry products and services, general banking policies and regulations applicable to bankingDesired Qualifications:•Familiarity with Quality Assurance routines•Familiarity with call monitoring and calibration routinesSkills:Business Operations ManagementCustomer Service ManagementPerformance ManagementProcess Performance MeasurementTalent DevelopmentAccount ManagementClient ManagementLeadership DevelopmentProcess ManagementRelationship BuildingHiring and OnboardingPolicies, Procedures, and Guidelines ManagementProcess DesignRisk ManagementWorkforce AnalyticsShift:1st shift (United States of America)Hours Per Week: 40 Learn more about this role Apply × To proceed with your application, you must be at least 18 years of age. Understanding the performance of each person, using long- and short-term analysis of key performance indicators, observations, and anecdotal informationIdentifies positive and negative patterns driving the performanceCoaches the team and individuals to sustain positive patterns and mitigate negative patterns to improve or sustain performanceSustains a process excellence culture to maintain consistent and iterative improvements in all aspects of the operation and employee experienceActively participates in routines and practices to accurately assess key performance indicators and executes on actions needed to improve and maintain the health of the operation and the employee experienceExecutes long and short-term strategic plans to drive improvements in client care, efficiency, employee engagement and growthMakes sound judgements based on data to balance risks with rewards, maintain control discipline, and respond to changeEngages in ongoing personal education to maintain a current working knowledge of the market, technology that would benefit the operation, best practices in employee engagement, and updated skill setManagerial Responsibilities:This position may also have responsibilities for managing associates.