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Customer Service

Company: Capital One
Location: Portland
Posted on: May 1, 2021

Job Description:

ME Portland-One Monument Sq (25006), United States of America, PORTLAND, Maine 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 experience + 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 , Customer Service, Hospitality & Tourism , Portland, Maine

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