Unit Manager, BlueTarp Customer Service

Company: Capital One
Location: Portland
Posted on: September 11, 2020

Job Description:

Job Description: ME Portland-One Monument Sq (25006), United States of America, PORTLAND, Maine At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good. Unit Manager, BlueTarp Customer Service Summary: As a Unit Manager on the BlueTarp Customer Service Team, you will lead a dynamic team of up to 25 front line associates who are the face of Capital One for our commercial merchants and customers. The Unit Manager ensures high-quality, effective, consistent and solution-oriented interactions with customers by focusing on training, coaching, and performance of customer service staff. You will also need to demonstrate expertise in finding new and innovative ways to find efficiencies and meet and exceed goals. You will have interaction with all types of stakeholders and you will need to easily communicate with all levels to ensure customers' needs are met and associates are motivated and meeting goals. General Responsibilities: * Accountable for achieving business goals for a team of up to 25 associates * Define and measure performance metrics (monthly scorecards, annual appraisal) and clearly communicate to associates * Manage business level metrics (production levels, occupancy and adherence) to high efficiency standards * Share in the accountability for a business level function team (logistics, quality, innovation, morale) * Ensure timely, thorough resolution of all escalated issues * Monitor call & email queues throughout the day to ensure compliance with team performance metrics * Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics * Actively monitor work/queue assignments to ensure maximum efficiency and coverage * Motivate and develop associates and help them achieve their career goals * Execute flawless management of projects assigned and contribute to the aggressive growth goals * Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc. Competencies: * Proven collaborator * Excellent verbal and written communication skills * Organized and detail-oriented * Service-oriented mentality, with sense of urgency toward both internal and external customers * Self-initiated and motivated * Innovative problem solver, able to deal with ambiguity * Demonstrated leadership skills * Facilitation, negotiation and team building experience * Successful problem solving skills Basic Qualifications: * High School Diploma, GED or equivalent certification * At least 2 years of People Management experience * At least 2 years of Customer Service experience Preferred Qualifications: * Bachelor's Degree or military experience * 5+ year of Call Center experience * 3+ years of People Leadership * 2+ years of Process Management experience At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Keywords: Capital One, Portland , Unit Manager, BlueTarp Customer Service, Executive , Portland, Maine