Supervisor, Field Operations Support
BrightseedSalary not specified
Unit Manager, Commercial Clients Operations at Capital One
Muntinlupa, National Capital Region, Philippines
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Banking, Financial ServicesIndustries
Requirements
- Two (2) years college level education or equivalent work experience
- Total of 18 months of experience in a call center operations environment
- 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 Office and Google Suite applications
- Preferred Qualifications
- Two (2) years of leadership role experience in BPO industry
Responsibilities
- Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development
- Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary
- Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change
- Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results
- Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
- Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction
- Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc)
- Supervise a team of professionals (handling consults, inbound, outbound, case, chat, escalations and investigations) to drive improvements in required skills and customer experience through regular interactions in order to achieve individual and group targets
- Driving performance and skills improvement to promote customer and business outcomes while maintaining partnerships across the organization
- 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 Unit Manager position?
The position is based in Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila).
What are the basic qualifications for this role?
Candidates need two (2) years college level education or equivalent work experience, total of 18 months of experience in a call center operations environment, knowledge of call center business processes, analytical skills, communication skills, people management skills, and proficiency in Microsoft Office and Google Suite.
What does the role involve in terms of team management?
The role supervises a team of professionals handling consults, inbound, outbound, case, chat, escalations and investigations, including hiring, coaching, mentoring, talent development, performance reviews, and operational routines like volume projection and capacity planning.
What is the company culture like for this position?
The role emphasizes being an Ambassador of Culture and Values by upholding the company’s mission and vision, embodying excellence, doing the right thing, and advocating for customers and teams through change.
What makes a strong candidate for this Unit Manager role?
Strong candidates will have call center operations experience, people management skills with coaching expertise, analytical abilities for performance evaluation, and knowledge of call center processes, along with preferred additional college education.
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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