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Capital One · 2 months ago

Work From Home - Unit Manager - Customer Operations

United States

Full-time

Remote

Mid, Senior Level

$78K/yr - $90K/yr

3+ years exp

Capital One is a financial services company, and they are seeking a Unit Manager for their Customer Operations team. The role involves leading a team of associates to deliver exceptional customer service, resolve complex issues, and meet performance goals while ensuring compliance with company policies.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Lead, motivate, and manage a team of 10-20 associates

Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to drive continuous improvement

Foster a positive and collaborative team environment that promotes high morale and low turnover

Manage business level metrics such as Customer Satisfaction (CSAT) / Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), Schedule Adherence (SA), Quality Assurance (QA), etc

Identify and report on performance trends, roadblocks, and system issues, escalating as necessary

Maintains up-to-date expert knowledge of business area policies and procedures and ensures team awareness and compliance with all changes

Ensure all team members adhere strictly to company policies, procedures, and regulatory compliance standards (e.g., HIPAA, PCI, etc.)

Conduct quality monitoring of agent interactions (calls, chat, email) and provide immediate feedback for improvement

Ensure timely execution of all administrative responsibilities including time card management, tracking, system access requirements, team meeting organization, town halls, etc

Qualification

People LeadershipContact Center ExperienceCoachingProcess ManagementGoogle SuiteMicrosoft OfficeMentoringRelationship Management

Required

High School Diploma, GED or Equivalent Certification

At least 3 years of Contact Center or Production Operation experience

At least 1 year of Coaching, Mentoring, or People Leadership experience

At least 2 years of experience using Google Suite or Microsoft Office

Lead, motivate, and manage a team of 10-20 associates

Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to drive continuous improvement

Foster a positive and collaborative team environment that promotes high morale and low turnover

Identify and report on performance trends, roadblocks, and system issues, escalating as necessary

Maintains up-to-date expert knowledge of business area policies and procedures and ensures team awareness and compliance with all changes

Ensure all team members adhere strictly to company policies, procedures, and regulatory compliance standards (e.g., HIPAA, PCI, etc.)

Conduct quality monitoring of agent interactions (calls, chat, email) and provide immediate feedback for improvement

Ensure timely execution of all administrative responsibilities including time card management, tracking, system access requirements, team meeting organization, town halls, etc

Secure home office environment that is free from background noise and distractions

Reliable private internet connection that is not supplied via cellular data or hotspot is required

A private network that is password protected where you have ownership or line of sight to every device on the network

Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met