11 days old

Refi Call Center Unit Manager

Capital One
Plano, TX 75074
Plano 7 (31067), United States of America, Plano, Texas

At Capital One, were 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.

Refi Call Center Unit Manager

As a Unit Manager at Capital One, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. Unit Managers manage, develop and motivate an internal team of 15 - 25 associates and strive to exceed standards of customer service and experience.

General Responsibilities:

  • Accountable for achieving business goals for a team of up to 25 associates within unit.
  • Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.
  • Prepare and deliver monthly performance reviews for direct reports.
  • Manage business level metrics (Service Level, occupancy Customer Satisfaction) to high efficiency standards.
  • Share in the accountability for a business level function team (Logistics, quality, innovation, morale).
  • Motivate and develop associates and help them achieve their career aspirations.
  • Execute flawless management of projects assigned to unit.
  • Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.
  • Define and measure performance metrics (monthly scorecards, annual appraisal, etc.) and clearly communicate to associates

Basic Qualifications:

  • High School Diploma, GED, equivalent certification
  • At least 2 years of experience in People Management
  • At least 1 year of experience in Google Suite

Preferred Qualifications:

  • Bachelors Degree
  • At least 5 years experience in People Management
  • At least 2 years experience in Process Management
  • Lean, Six Sigma certification
  • Auto Finance experience

At this time, Capital One will not sponsor a new applicant for employment authorization for this position

Categories

Posted: 2019-08-07 Expires: 2019-09-06

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Refi Call Center Unit Manager

Capital One
Plano, TX 75074

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast