Sr. Unit Manager

  • Company: Capital One
  • Location: Chesapeake, Virginia
  • Posted: December 14, 2016
  • Reference ID: R15865
Chesapeake (12051), United States of America, Chesapeake, Virginia

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:

  • Lead and directly support the development of 4-6 Unit Managers and their teams
  • Manage a budget while achieving business goals, performance management, staffing plan development, and development of long term business goals/vision
  • Drive individual, team and department efficiency and productivity through effective and efficient metric management.
  • Uphold effective standards of performance management.
  • Motivate associates and help them achieve their career aspirations.
  • Establish the development and execution of repeatable, efficient processes within the team.
  • Maintain high levels of team and individual morale through change and development.
  • Develop methods to encourage and implement process improvements.
  • Execute quality monitoring requirements that deliver intent and customer satisfaction goals

Basic Qualifications:

  • High School Diploma, GED or Equivalent Certification or Military experience.
  • 3 years of experience in people management
  • 1 year of experience in Call Center Operations
  • Proficient in Microsoft Office

Preferred Qualifications:

  • Bachelor’s degree or Military experience
  • 5 years’ experience in people management
  • 2 years’ experience in escalations
  • 1 years of experience in Process Management

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

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