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Job Details

Capital One

Front Line Operations Coach

Business and Financial Operations


Full Time


Wilmington, Delaware, United States

802 Delaware Avenue (18052), United States of America, Wilmington, Delaware

Front Line Operations Coach

Front Line Operations Coach

The Front Line Operations Coach will manage a team of non-exempt associates who support operational, call center or production processes. This Coach will manage team performance, provide performance metrics to associates, and communicate team results. They will also ensure daily service level metrics, drive team performance (team meetings), provide coaching to develop associates, and meet defined quality, customer experience, productivity targets and focus on improving the customer experience. This associate will be accountable for maintaining internal staffing needs while working with Sr. Managers to coordinate with internal and external resources to set staffing requirements in regards to performance targets (short and long term). This associate will also be responsible for addressing associate questions, issues, and concerns with little to no direct supervision. They will also recommend, develop, and execute process improvement projects across the department as needed.

General Responsibilities:

  • Manage team of associates

  • Coach and develop associates

  • Improve associate experience

  • Drive results to meet performance expectations

  • Facilitate team meetings

  • Administrative management duties such as time card approval, performance reviews and performance scorecard delivery

Basic Qualifications:

  • High School Diploma, GED, or Equivalent Certification

  • At least 2 years of experience in Operations, Call Center or Production

Preferred Qualifications:

  • Bachelor’s Degree in Business or Criminal Justice

  • 1 + year of People Management experience

  • 1 + year of experience as a Floor supervisor or Team lead

  • 1 + year of experience creating and generating production reports or performance reports

  • 2 + years of experience working in a bank fraud department

  • 3 + years of experience in Operations, Call Center or Production

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).