Job: Unit Manager (USA)

Jobing Description

Summary:

US Card is looking for a motivated and resolution-focused manager to lead and develop an internal team of 15-20 phone agents whose goal is to create a World-Class experience for our customers.

Responsibilities:

Maintain high levels of team and individual morale through change and development
Provide timely and continuous coaching to improve and maintain performance standards
Drive individual, team, and department efficiency and productivity through effective call center metrics management
Execute quality monitoring requirements that deliver intent and customer satisfaction goals
Effectively prepare and deliver monthly/annual performance reviews for direct reports
Enable process improvement through insight capture and delivery
Perform timely administrative responsibilities that meet HR, regulatory, and audit standards
Maintain current learning requirements through timely training and team meeting execution
Drive personal development to create growth opportunities and improve effectiveness
Share in the accountability for a business level function team (logistics, quality, innovation, morale)

Qualifications

Basic Qualifications:

High School diploma, GED or equivalent
1 year of management experience
2 years customer service experience

Preferred Qualifications:
Bachelors Degree in Business Administration or Finance
2 years experience in People Management
1 year of call center experience
Knowledge of process and or project management skills
Intermediate to advanced knowledge of the credit card product

Hours of Operation:

Monday- Saturday 9am-8pm

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 in the workplace. We promote a drug-free work environment. We emphasize recruiting, hiring, and retaining the most qualified candidates and providing them with the opportunity to meet their potential. We provide an environment where differences lead to solutions.

J2W:CB2

Job
Call Center and Customer Service