Manager, Contact Center Operations
JerrySalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Sr. Unit Manager (Operations Manager) at Capital One
Muntinlupa, National Capital Region, Philippines
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Services, BankingIndustries
Requirements
- Two (2) years college level education or equivalent work experience
- 3 years’ experience in a call center operations environment, with 2 years in a managerial capacity
- Knowledge of call center business processes
- Analytical skills for decision-making and performance evaluation
- Communication skills for written and verbal business correspondences
- People management skills, including team coaching and collaboration
- Proficiency in Microsoft programs and Google Suite
- Amenable to work in a hybrid setup
- Amenable to work in Alabang
- Amenable to work in a night shift schedule
Responsibilities
- Provides periodic performance data to the Department Operations Manager by analyzing daily, weekly, and monthly performance trends
- Inspects data accuracy on team reporting (i.e. DID and HR roster)
- Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations
- Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
- Provides sub-functional leadership to a team of supervisors/professionals, including recommendations for hiring/termination, approval of time records, schedule adherence, deployment, mentoring, performance review, pay recommendations and administrative decisions
- Regularly conducts focus group discussions on employee concerns
- Maintains strong and collaborative partnerships across the organization, including HR, Ops Desk, CRE, to positively influence service delivery and customer satisfaction
- May be assigned / rotated across other related sub-functions including but not limited to Back Office Processing (Non-Voice Operations), Collections, Fraud/Disputes, Servicing, Vendor Management (Supplier Partner Operations), Customer Protection Resolution (CPR)
- Other job-related duties that may be assigned from time to time
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the location for this Sr. Unit Manager position?
The position is based in Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila).
What qualifications are required for this role?
Candidates need two (2) years college level education or equivalent work experience, 3 years’ experience in a call center operations environment with 2 years in a managerial capacity, knowledge of call center business processes, analytical skills, communication skills, and people management skills.
What does the role involve in terms of team management?
The role requires managing a team of supervisors/professionals, providing leadership including recommendations for hiring/termination, performance reviews, mentoring, and conducting focus group discussions on employee concerns.
Is there a salary or compensation mentioned for this position?
This information is not specified in the job description.
What experience makes a strong candidate for this Operations Manager role?
Strong candidates will have 3 years of call center operations experience including 2 years in management, proven people management and analytical skills, and familiarity with call center processes across areas like collections, fraud, or servicing.
Capital One
Offers diverse financial products and services
About Capital One
Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system and empower customers with the knowledge and tools they need to make informed financial decisions.
McLean, VirginiaHeadquarters
2014Year Founded
$15.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Medical, Dental, & Vision coverage
Onsite Health Centers
Prescription saving with network of local pharmacies
Stock Purchase Plan
Education Assistance
401(k)
Flexible Spending Accounts
Life and Disability insurance
Generous paid time off + corporate & floating holidays
Registered dieticians on site, cooking classes and free virtual fitness classes
Employee Assistance Program
Risks
Increased competition in subscription management tools may dilute Capital One's advantage.
Over-reliance on partnerships could expose Capital One to technological risks.
Departure of key personnel like Joe Rodriguez may affect risk management continuity.
Differentiation
Capital One offers user-friendly banking with no fees or minimums for checking accounts.
The company partners with Khan Academy to provide financial literacy education.
Capital One is the first major U.S. bank to offer subscription management tools.
Upsides
Capital One's mobile app is a model for secure, user-friendly digital banking.
Data sharing with Worldpay enhances payment security and fraud prevention.
Partnerships with fintechs like Minna Technologies improve customer experience.
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