Website Capital One
Job Description:
As a Unit Manager on the Capital One Trade Credit Operations Team, you will lead a dynamic team of up to 15 front line associates who are the face of Capital One for our commercial merchants and customers. The Unit Manager ensures high-quality, effective, consistent and solution-oriented interactions with customers by focusing on training, coaching, and focusing on performance of customer service staff.
Job Responsibilities:
- Actively monitor work/queue assignments to ensure maximum efficiency and coverage
- Execute flawless management of projects assigned and contribute to the aggressive growth goals
- Ensure timely, thorough resolution of all escalated issues
- Monitor queues throughout the day to ensure compliance with team performance metrics and SLA goals
- Share in the accountability for a business level function team (logistics, quality, innovation, morale)
- Define and measure performance metrics (monthly scorecards, annual appraisal) and clearly communicate to associates
- Manage business level metrics (production levels, occupancy and adherence) to high efficiency standards
- Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics
- Motivate and develop associates and help them achieve their career goals
- Accountable for achieving business goals for a team of up to 15 associates
Job Requirements:
- 5+ years of Call Center experience
- 3+ years of People Leadership experience
- 2+ years of Process Management experience
- High School Diploma, GED or equivalent certification
- At least 2 years of People Management experience
- Bachelor’s Degree or military experience
- At least 1 years of Operations Leadership experience
Job Details:
Company: Capital One
Vacancy Type: Full Time
Job Location: Portland, ME, US
Application Deadline: N/A
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