Customer Care Unit Manager
Location:
Tulsa , Oklahoma
Posted:
December 31, 2016
Reference:
R13558
Tulsa (33001), United States of America, Tulsa, Oklahoma

Customer Care Unit Manager

As a Unit Manager at Capital One, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. Unit Managers manage, develop and motivate an internal team of 15 - 25 associates and strive to exceed standards of customer service and experience.

Responsibilities:

- Accountable for achieving business goals for a team of up to 25 associates within unit.

- Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.

- Prepare and deliver monthly performance reviews for direct reports.

- Manage business level metrics (pen rates, occupancy) to high efficiency standards.

- Share in the accountability for a business level function team (Logistics, quality, innovation, morale).

- Motivate and develop associates and help them achieve their career aspirations.

- Execute flawless management of projects assigned to unit.

- Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.

- Define and measure performance metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to team.

Level: Sr. Associate

Basic Qualifications:

- High School Diploma, GED, equivalent certification or military experience

- At least 2 years of experience in People Management

Preferred Qualifications:

- Bachelors Degree

- 5 years experience in People Management

- 2 years experience in Process Management

- Lean, Six Sigma

- Auto Finance experience   

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.


A little about us:
Headquartered in McLean, Virginia, Capital One® offers a broad array of financial products and services to consumers.

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