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Bank of America Contact Center Project Manager in Charlotte, North Carolina

Job Description:

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.

Responsibilities include:

  • 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

Required Skills

  • 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

Desired Skills

  • Bachelors Degree Preferred

Posting Date : 05/24/2019

Location :

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

Assistance for Applicants with Disabilities

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Diversity & Inclusion

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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