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Front Line Manager- Customer Service

Job ID R38778 Updated date 12/13/2017 Location Toronto, Ontario
255 Consumers Rd (93020), Canada, Toronto,Toronto, ON,

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.

Front Line Manager- Customer Service

About Us: 
We’re excited to be growing and hiring across the country to build the next generation on sound practices and values so that our philosophy can transcend into our products and services. We hope you join our tremendous team that has helped change our industry for the better. 

As a key member of the Capital One Call Centre Operation, you will lead a team of representatives to create a customer-centric culture empowered to drive service excellence, superior loss performance and profitable growth, with unyielding integrity. 

-Provide team leadership: encourage and demonstrate a positive attitude, team spirit, set high standards, coach, provide feedback, communicate a vision, encourage innovation. 
-Work effectively with department leadership and other teams to implement strategies that will increase productivity and clients’ experience. 
-Participating in recruitment and performance appraisal activities. 
-Coach on Capital One Performance/Quality, Customer Satisfaction and Productivity metrics to enable associates to achieve a higher level of performance. 
-Execute performance management measures in a timely & proactive manner. 
-Work closely with HR in areas of staffing, performance management & workplace policies/procedures. 
-Work with other Front Line Managers and team members to share ideas & facilitate exchange of best practices. 
-Identify technological, quality and productivity enhancements. 
-Assist in implementing policies, procedures, new systems and organization changes. 
-Maintain excellent relationships with internal Capital One contacts, clients, marketing liaisons & vendors. 
-Keep Department Operation Managers informed of any activity that may adversely impact relations with clients or Capital One. 
-Assist teams in developing effective procedures, work schedules & assignment of responsibilities. 
-Perform other duties as required. 

Basic Qualifications

- High School Diploma, GED or equivalent certification

- At least 2 years of experience in a call center

- Fluent in French and English

Preferred Qualifications: 

- Bilingualism
- 2+ years in Process management 

- 3+ years of experience in a call center role

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).