Jobs at Capital One – Unit Manager

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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