Dept Management Unit Manager

You?re a there?s-no-?I?-in-team manager.

The best leaders don?t just motivate, they inspire.? That?s how we reach our goals and why we reward outstanding results.? Sound like you?? Then consider Capital One, a financial services leader and FORTUNE 500? company, where you?ll find an environment that values your abilities and rewards results that drive business success.

As a member of the Debt Management Collections team, you will help create an atmosphere of excitement, passion for doing the right thing, and commitment to our customers.? We are looking for talented leaders who excel in responding to a challenging, fast-paced environment where collaboration is key.

Call center management
? Lead, supervise and manage a team of approximately 20-25 associates
? Manage day to day call center operations to meet Inbound and Outbound targets
? Prepare and deliver regular performance reviews for direct reports as well as senior leadership
? Collaborate with support groups and peers to create well managed processes within the call center.

Associate coaching and development
? Coach and develop associates to achieve the goals of the business and deliver a powerful customer experience.??
? Perform regular call monitors and review of quality scores with each associate.
? Assist with training and development of all staff in the department.
? Partner with associates to create strong plans for development of core competencies and skills.

Project Management
? Manage various initiatives as they relate to running the business through a structured approach
? Partner with management team to identify key risks and issues in the business and develop mitigation strategies.

Problem solving and analysis
? Continuously analyze current business in order to seek process improvements
? Support operational initiatives through training, testing, implementation and ongoing execution
? Work with analysts and senior management to support strategies to maximize customer experience.

Required Skills:
Required:
2-3 years management experience.
Proven ability to develop meaningful goals and achieve aggressive results
Strong leadership and people management skills as exhibited by past success
Schedule flexibility
The ability to support and champion changes in the department.
The ability to quickly analyze data for the purpose of decision making

Preferred:
One year of exposure to call center operations management.
Experience managing a business with a strong customer focus
Experience with Collections customers or Third Party Debt Management agencies.
A demonstrated ability to coach associates through extensive use of "soft skills" such as questioning, empathy, and active listening.

Hours of Operation for this department are Monday through Friday, 8am to 9pm, Saturday 9am to 6pm.? Schedules for this position will fall under these hours and may include nights/weekend time.

Job Reference #507016



Please Click Here to Apply for this job