Capital One - Richmond, VA
posted 2 months ago
Full-time - Manager
Hybrid - Richmond, VA
Credit Intermediation and Related Activities
About the position
The Department Operations Manager for Customer Resiliency Channels will lead a high-performing team focused on delivering exceptional customer experiences through effective management of call center operations. This role involves overseeing a large team, driving process improvements, and ensuring that business objectives are met while maintaining high-quality service standards.
Responsibilities
- Lead a team of 250 call center associates with 4-6 Senior Unit Managers as direct reports.
- Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.
- Ensure processes are documented, projects are prioritized, and business objectives are met.
- Identify and drive process improvements that enhance customer experience, reduce costs, and ensure high-quality loans.
- Collaborate with others across multiple departments and lines of business.
- Continuously analyze current business workflows and productivity/efficiency results to seek process improvements.
- Develop strategies in a fast-paced environment with constantly emerging variables.
- Manage staffing and financial budgets.
Requirements
- High School Diploma, GED, or equivalent certification.
- At least 2 years of People Leadership experience.
- At least 2 years of Call Center Management experience.
- At least 1 year of experience leading projects or processes.
Nice-to-haves
- Bachelor's Degree
- Six Sigma, Lean certification
- At least 5 years of People Leadership experience
- At least 5 years of Call Center Management experience
- At least 2 years of experience in Risk management
- At least 2 years of experience in Budget management.
Benefits
- Comprehensive health benefits
- Financial benefits
- Inclusive set of benefits supporting total well-being.
