Bank of America GWIM Ops Team Lead (Retirement & Benefits Contact Center) - Jacksonville, FL in Jacksonville, Florida

Job Description:

RBCC Team Leads are responsible for overseeing along with the supervisor for the team the daily activities of their respective teams consisting of 2 team leads and 20+ specialists that handle complex calls up to 60-80 inbound per day.

  • Closely monitor the team's Service Request Tracking cases so they are resolved within standard. Partner with Enterprise Contact Center Relations Group to monitor call volume and adequate staffing.

  • Help ensure that the agents are meeting all client service deliverables.

  • Provide first line of support by assisting agents in answering questions to assist customers, handle supervisor escalated calls and help the agent manage their schedules (time off, adherence, etc.)

  • Manage tasks assigned from direct manager as a result of daily business demands or strategic initiatives/projects

  • Investigate and resolve HR, accelerated, financial impact or time sensitive related issues.

Enterprise Role Overview:

Entry level operations supervisory position. This is an individual contributor that provides day-to-day supervision for a small unit or work team in a GWIM operations function in a specific product areas such as funds transfer, collateral mgt/margins, corporate actions, static data/data management, control, trader support, clearance/settlement, documentation/confirmations, customer service, new accounts, client valuations, document processing or statement/billing processing. Responsibilities focus on the day-to-day resolution of operations problems and execution of transactions which may require reviewing and authorizing G/L entries and payments, approving exception processing, etc. Responsibilities may also include controlling workflow, performing routine supervisory functions such as interviewing, training, performance planning, and coaching. The role may also entail evaluation of regulatory and/or financial risks. This associate may review operational procedures and implement changes ensuring enforcement and adherence. Provides technical guidance to associates to resolve operational problems and may handle exceptional or sensitive transactions, referring more complex problems and highly sensitive transactions to the GWIM Sr. Operations Team Manager. Typically requires 3-5 years of related experience with knowledge in the specific functional area or product line managed. No prior management experience required.

Required Skills:

  • Proven record of communication and interpersonal skills

  • Must demonstrate strong problem solving and decision making skills

  • Must have high service aptitude, be innovative thinkers

  • Detail and team-oriented

  • Flexible and maintain a positive attitude

  • Willingness to learn and adapt and lead changes as needed

  • Must have excellent verbal and written communication skills

Posting Date : 03/27/2018

Location :


  • United States

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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