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Job Details


Capital One

Sr. Unit Manager (R141759)

Business and Financial Operations

All

Yearly

No

Chester, Virginia, United States

Locations: Chester, VA, United States of America, Chester, Virginia

Sr. Unit Manager

At Capital One, we strive to create a world class experience for our customers. As a Sr. Unit Manager you have the opportunity to lead and develop a team of 4-6 Unit Managers who drive the dynamic teams of call center associates. Leading a team of Tier 2 escalations associates that support our frontline associates as well as our customers. You will be a strategic leader, accountable for achieving business goals for our Escalated Call Unit (ECU) at Capital One. You will need to use your communication and storytelling skills to communicate to a diverse group of individuals from front line associates, escalations associates, to leaders within our business.

Responsibilities:

· Lead 4-6 people leaders who are accountable coaching and motivating ECU phone associates to deliver great customer experiences, while delivering strong results.

·Managing a budget, achieving business goals, performance management, staffing plan development, and development of long term business goals/vision

· Drive individual, team and department efficiency and productivity through effective and efficient metric management

· Provide development to the leadership team and associates in the department.

· Uphold effective standards of performance management. Motivate associates and help them achieve their career aspirations

· Establish the development and execution of repeatable, efficient processes within the team.

· Maintain high levels of team and individual morale through effective change management

· Develop methods to encourage and implement process improvements

· Execute quality monitoring requirements that deliver intent and customer satisfaction goals

Basic Qualifications:

  • High School Diploma, GED or Equivalent Certification

  • At least 3 years experience in People Leadership

  • At least 4 years experience in a Call Center

Preferred Qualifications:

  • Bachelor’s degree or Military experience

  • At least 5 years experience in people management

  • At least 3 years experience is Collections or Tier 2 (or Tier 3) Escalations

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.

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-[Register to View] or via email at [Register to View] . 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 [Register to View] [Register to View] 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).