Sr. Unit Manager
As a Senior Unit Manager/Principle Associate, you will have the opportunity to lead and develop a team of 4-6 Unit Managers who drive dynamic teams of escalations associates that handle Tier 2 complaints. You will directly support our customer-focused journey, and make a direct impact on our customers and our associates. In addition to daily operations leadership, you will be a strategic leader, accountable for achieving business goals for a specific element of business within Capital One to help us continue to improve and evolve our associate and customer-centric culture. You will need to use your communication and storytelling skills to communicate to a diverse group of individuals from front line associates to leaders within the business.
As a Senior Unit Manager, your days will be dynamic and different, but your priorities will be consistent! The top priorities of our team are caring for our customers, creating a culture that motivates our agents to care for our customers, and helping drive broader business strategies.
This position is responsible for overseeing 4-6 Unit Managers that leads a team of ~18 Tier 2 phone associates. You will help your Unit Mangers ensure they are meeting their business targets - including customer experience and productivity.
You will also be joining a team of Sr. Unit Managers/Principle Associates, and have a great opportunity to influence results and outcomes for our associates and customers by partnering with horizontal support teams, peers, and other business leaders.
The ideal candidate will:
At this time, Capital One will not sponsor a new applicant for employment authorization for this position