Principal Associate - Senior Unit Manager (Work From Home)

At Capital One, we strive to create a world class experience for our customers. As a Card Servicing Sr. Unit Manager, you will lead a dynamic group of Managers that support our frontline associates in our inbound call center. A successful candidate is a dynamic, empowering, and analytical leader who is passionate about elevating teams, solving problems, and driving high levels of engagement through change. Fostering an environment that creates trust, collaboration, holding a continuous high bar for performance and inspiring best-in-class teams through innovation and results.

In this role, you are supporting our Partnership Servicing Operations team. You will be responsible for owning and managing daily operations for your team, leveraging well-managed processes to attain high performance.  

Responsibilities:

• Lead a group of Unit Managers and their associates to ensure key operational and business targets are met (Service Level, Average Handle Time, Regulatory and Business Intent Compliance). 

• Evaluate overall team’s performance by analyzing and assessing team metrics. Drive individual, team and department efficiency and productivity through effective and efficient metric management

• Execute quality monitoring requirements align with line of business intent and customer satisfaction goals

• Collaborate cross-functionally with our business partners as they execute operations and business objectives to ensure we are delivering exceptional service to our customer

• Foster an environment of coaching and developing leaders, motivating leaders to achieve their career aspirations

• Apply skills such as communication, negotiation, problem solving, change management to help drive key priorities and performance, and support continuous improvements

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred 

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page 

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of …