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Capital One · 1 month ago

SUML Call Center Floor Supervisor - Principal Coordinator (Onsite)

Plano, TX

Full-time

Onsite

Mid, Senior Level

$57K/yr - $65K/yr

3+ years exp

Capital One is seeking a Refi Lien Perfection Set Up My Loan (RLP SUML) Call Center Floor Supervisor to lead a team responsible for lien placement vehicle title transactions. The role involves building relationships with stakeholders, driving customer service excellence, and managing daily operations to achieve business goals.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Coordinates daily workflow of the department and directs work of others

Ensure timely administrative responsibilities of workload distribution, volume monitoring, reports, meeting recaps, etc

Assists with researching escalated customer issues and troubleshooting

Regularly trains, coaches, develops and mentors other associates in the department to improve productivity, efficiency and effectiveness

Communicates with managers and associates to drive customer experience based on observations

Serves as a liaison between associates and managers to help drive associate engagement and increase department morale

Educate and coach associates on process changes as they arise

Monitor, prepare and deliver business level metrics (perfection rates, SLAs, QA) to high efficiency standards

Share in the accountability for a business level function team (logistics, quality, innovation, morale)

Accountable for achieving business goals

Prepare and deliver monthly metrics to your leaders

Execute flawless management of projects assigned

Identify trends, process gaps, propose and execute on process improvements

Qualification

Customer service experienceCall center experiencePeople managementFinancial industry experienceGoogle Suite proficiencyMicrosoft Office proficiencyBachelor’s DegreeAuto finance experienceMilitary experience