As a Unit Manager on the BlueTarp Customer Service Team, you will lead a dynamic team of up to 25 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 performance of customer service staff. You will also need to demonstrate expertise in finding new and innovative ways to find efficiencies and meet and exceed goals. You will have interaction with all types of stakeholders and you will need to easily communicate with all levels to ensure customers’ needs are met and associates are motivated and meeting goals.
Accountable for achieving business goals for a team of up to 25 associates
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
Share in the accountability for a business level function team (logistics, quality, innovation, morale)
Ensure timely, thorough resolution of all escalated issues
Monitor call & email queues throughout the day to ensure compliance with team performance metrics
Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics
Actively monitor work/queue assignments to ensure maximum efficiency and coverage
Motivate and develop associates and help them achieve their career goals
Execute flawless management of projects assigned and contribute to the aggressive growth goals
Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.
Excellent verbal and written communication skills
Organized and detail-oriented
Service-oriented mentality, with sense of urgency toward both internal and external customers
Self-initiated and motivated
Innovative problem solver, able to deal with ambiguity
Demonstrated leadership skills
Facilitation, negotiation and team building experience
Successful problem solving skills
High School Diploma, GED or equivalent certification
At least 2 years of People Management experience
At least 2 years of Customer Service experience
Bachelor’s Degree or military experience
5+ year of Call Center experience
3+ years of People Leadership experience
2+ years of Process Management experience
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.