The Shift Lead is responsible for ensuring that the Operations Team follows proper Bank of America procedures during the course of the shift. The Assistant Lead fulfills the role of the Lead in the absence of a Lead. The Shift Lead will be responsible for all front line SOACC Operations Team functions for their assigned shift and will report to the SOACC Operations Manager. Responsibilities include assisting Operations Managers with schedule issues as they arise, ensuring compliance with all Bank of America policy and procedures, and promoting effective communication between SOACC employees and SOACC Management.
The Shift Lead is directly responsible for ensuring that all Operations Specialists working during their shift (regardless of assignment) are supported and maintain their conduct appropriate to the guidelines that were established/documented by the SOACC Leadership Team and Bank of America.
Provide consistent encouragement, coaching, and support for each employee assigned to the shift
Manage Operations production activity ensuring that the department objectives and SLAs are being met consistently during their scheduled shift
Facilitate an effective break/lunch schedule for the shift
Verify employees arrive to work at their scheduled time and complete documentation for those arriving late
Aid the Operations Manager in the preparation of assigned employees ensuring they are prepared for their shift to include equipment and training requirements
Participate in the planning and execution of the daily shift meetings and briefings, to ensure that they are conducted in an effective manner while encouraging healthy team interactions
Ensure the timely, accurate notification and management of all incidents, during their scheduled shift, while maintaining professional discipline.
Information is considered vetted and reliable when SOACC creates an IR. The Shift Lead is responsible for ensuring that the information communicated is accurate and appropriate to the incident being managed.
Make all engagements, as appropriate, for all equipment failures or other issues that can occur which could impact SOACC. To include notification to the Operations Managers or Leadership team.
Maintain a professional workplace environment facilitating consistent and respectful communication in full compliance to Bank of America's Statement of Respect
The Shift Lead is expected to model professional behaviors both in conversation and presentation in line with Bank of America's expectations of an employee.
Should a conflict arise between SOACC employees, the Shift Lead is directly responsible for mediating and resolving this situation as soon as is appropriate. The Shift Lead should engage the Operations Manager in any conflicts or behavior not in line with Bank of America's Statement of Respect.
Tasks and Responsibilities
Ensure the backscreen is reviewed for quality within the defined SLAs
Monitor call queues, Rona's, hold times, and maintain production within SLAs
Ensure the Ops Mgr or Lead queue is staffed at all times
Manage and read e-mails on a daily basis and respond within five minutes
Engage the Operations Manager appropriately if any equipment failures or other issues occur which could impact SOACC
Ensure the timely, accurate notification, and management of all incidents
2+ years of technical customer service/operational experience; customer focus and professional demeanor
Bachelor's degree or equivalent combinations of education and security related experience
Basic knowledge of security principles, physical security design, security best practices, security performance metrics, data analysis, troubleshooting, and data analysis.
Demonstrated ability to lead change initiatives impacting multiple stakeholders
Manages risk effectively
Proficient in MS Office: Word, PowerPoint, Excel, Visio and SharePoint
Excellent analytical skills, with significant attention to detail.
Ability to analyze and interpret reports to identify trends
Self-confidence to take the lead in seeking solutions to complex issues
Ability to establish productive relationships with partners and key stakeholders
Capable of organizing, facilitating and leading
Critical thinking and proven problem solving abilities
Must be able to work a flexible/rotating schedule and 1st shift hours (6:30am -3:00pm)
Posting Date: 09/20/2018
Location: Kansas City, MO, 2001 NE 46TH ST (MO8050), - United States
Full / Part-time: Full time
Hours Per Week: 40
Shift: 1st shift
Weekly Schedule: Rotating days; 0630-1500
Bank Of America Corporation