Manager, Customer Operations (Inbound Virtual Contact Center)
JerrySalary not specified
Full Time
Expert & Leadership (9+ years)
SUML Call Center Floor Supervisor - Principal Coordinator (Onsite) at Capital One
Plano, Texas, United States
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Services, Automotive FinanceIndustries
Requirements
- High School Diploma, GED, or equivalent certification
- At least 3 years of customer service or call center experience
- At least 2 years of experience working in the financial industry
- At least 1 year of experience using Google Suite or Microsoft Office
- Preferred Qualifications
- Bachelor’s Degree or military experience
- At least 2 years of experience in people management
- At least 1 year of auto finance experience
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
- Lead a dynamic team handling lien placement vehicle title transactions, current volumes, backlogs, researching and perfecting refinanced accounts, and identifying innovative new methods of lien perfection
- Create a vision and strategy for the team to execute in a well-managed and customer-focused way
- Build relationships across a diverse network of stakeholders and partners to understand and prioritize the highest leverage needs of the organization
- Translate insights and data into a story that will help drive the team towards achieving individual, team and business goals
- Support, motivate, and strive to exceed standards of customer experience
Skills
Team Leadership
Workflow Coordination
Customer Service
Training and Coaching
Performance Metrics
Process Improvement
Stakeholder Management
Data Analysis
Quality Assurance
Lien Perfection
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.
Related Jobs
RemoteRemoteCustomer Service Supervisor
Colibri GroupSalary not specified
- Full Time
- Mid-level (3 to 4 years)
RemoteSolutions Architect (Amazon Connect)
WillowTreeSalary not specified
- Full Time
- Junior (1 to 2 years)
RemoteManager, Contact Center Operations
JerrySalary not specified
- Full Time
- Senior (5 to 8 years), Expert & Leadership (9+ years)
RemoteCustomer Support
Candid HealthSalary not specified
- Full Time
- Junior (1 to 2 years)
RemoteSolution Engineering Manager - Service Desk
AstraSalary not specified
- Full Time
- Expert & Leadership (9+ years)
RemoteTeam Lead, Customer Experience
Bestow$60,000 - $70,000/year
- Full Time
- Expert & Leadership (9+ years)