Bank of America Contact Center Project Manager in Charlotte, North Carolina
Manages medium-large projects for an operations segment, product line or function. Manages the research of existing operations, procedures, workflow, product and service requirements. Directs the analysis of assembled data to define problems associated with project scope. Directs project parameters, cost and resource estimates. Works closely with operations management on project impact and direction. May approve bid packages from outside vendors and contractors. Has direct management responsibility for a small project team. Requires an in-depth knowledge of the bank and overall operations environment.
This critical position is a member of the desktop solutions team. As a leader on this team, this associate will be responsible for a portfolio of projects that impact Contact Center Desktops across 25, 000 users.
Partner with business resources, user design and technology on all project phases to ensure flawless experience and timely completion
Identify opportunities to drive effectiveness and efficiency for our Contact Center associates
Collaborates with teams of technology and business partners to prioritize and implement change to our desktop tools that support the goals of our customers
Supports the entire portfolio of projects across Sales, Preferred, Retail and Fraud. All desktop tools are shared and this ensures we can rapidly identify defects and issues prior to migrating to all associates.
Responsible for monitoring business process timings , associate feedback and system performance, thereby identifying opportunities
An ideal candidate would have:
Experience with leading and owning projects, project management or process improvement
Demonstrated strong written and verbal communication skills and the ability to communicate complex written information in a clear and concise manner
Experience building relationships with partners to understand business concerns and identify solutions
Ability to bring multiple stakeholders together, directly address issues to reach consensus & decisions, and demonstrate personal courage
Ability to remain flexible and adjust to evolving business needs
Strong analytical and problem-solving abilities, with quick adaptation to strategic thinking methodologies, and systems
Understand hardware and application configurations and implications, ensuring associates have proper platform for success
Results- and detail-oriented associate with strong interpersonal, communication, project management and leadership skills
Engaging/enthusiasticself-starter, ability to work independently, resolve complex problems, and a positive attitude towards change
Minimum 3-5 years related experience in process design, project management, or technology enabled projects
Technology execution and Agile experience
Proven success in identifying and implementing technology based solutions
Great people skills
Has a broad knowledge of the contact center/financial center and all applications and tools that are used at the desktop
Able to present complex ideas to various audiences
Strong PowerPoint and Excel skills
- Bachelors Degree Preferred
Posting Date : 05/24/2019
Charlotte, NC, BANK OF AMERICA CORPORATE CENTER, 100 N TRYON ST,
- United States
Travel : Yes, 15% of the time
Full / Part-time : Full time
Hours Per Week : 40
Shift : 1st shift
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