Sr. Unit Manager - Customer Advocacy Job Details
<< Back
Vacancy has expired
Show me jobs like this one
| Sr. Unit Manager - Customer Advocacy (Ref: 621714) |
| Sector, Sub Sector: |
Other
|
| Compliance Type: |
Regulatory/Compliance
|
| Expertise: |
-
|
| Company: |
Capital One
|
| Location: |
Glen Allen
,
Virginia
|
| Employment Type: |
Permanent
|
| Job Description: |
Level: Principal Associate The Customer Advocacy team is a servicing group focused on providing great service for customers with unique or escalated needs. We are looking for a motivated and resolution-focused Principal Associate to lead and develop an internal team of 4 to 5 Front Line Managers/Unit Managers whose goal is to create a great customer service environment for our customers with Unique Needs. This position requires exemplary leadership presence and techniques to deliver on the following responsibilities: - Accountable for achieving business goals for a team of 50-70 associates with 4-5 Front Line/Unit Manager direct reports
- Maintaining high levels of team and individual morale through change and development of the Unique Needs queue
- Defines and measures metrics and provides performance and career guidance.
- Lead the performance of a team responsible for a specific element of a business. Requirements include managing a budget, achieving TAT/business goals, staffing plan development, and development of long term business goals/vision
- Ensure the development of the leadership team and associates in the department. Maintain effective standards of performance management
- Motivate associates and help them achieve their career aspirations
- Ensure the development and execution of repeatable, efficient processes within the team. Develop methods to encourage and implement process improvements
- Drive individual, team, and department efficiency and productivity through effective call-center metrics management
- Execute quality monitoring requirements that deliver intent and customer satisfaction goals
- Effectively prepare and deliver monthly/annual performance reviews for direct reports
- Perform timely administrative responsibilities that meet HR, regulatory, and audit standards
- Maintain current learning requirements through timely training and team meeting execution
The ideal candidate will possess great interpersonal and people management skills and display unwavering passion for customer service. The Principal Associate will be accountable for the Front Line Manager/Unit Managers who manage the agents who service our customers regarding their credit cards. Hours of Operation: - Monday - Friday from 8:00am - 10:00pm
- Saturday from 8:00am - 7:00pm
Basic Qualifications: - High School diploma, GED or equivalent certification
- 2 years experience in People Management
- 2 years experience in Customer Service
Preferred Qualifications: - Bachelors Degree
- 5 years experience in People Management
- Experience in Managing a large team
- 2 Years experience in Call Center
- 2 Years experience in Process Management
Other Skills for success: - Intermediate to advanced knowledge of the credit card product
- Good oral and written communication skills
- Passion for servicing customers
- Self-motivated
- Ability to learn in an ever changing environment
- Possess strong decision making ability and close attention to detail
- Ability to work under pressure and meet established deadlines
- Professional demeanor
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
|
| Job Ref No: |
621714
|
