Job: Unit Manager (USA) Job - 1653254A0

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Jobing Description

Unit Manager (USA)-710565

Description
Level: Sr. Associate

This exciting position offers a strong leader the opportunity to be part of a high quality servicing environment that is attentive to our Auto Finance customer needs. They will also be a key customer advocate, identifying and driving business strategies that will deliver world class service to our customers.

This leader will also:

Lead, develop and motivate an internal team of 15-25 associates. Maintain high levels of morale through change; Provide continuous feedback and coaching to improve and maintain high standards of quality customer experience, effectiveness and efficiency metrics. Prepare and deliver monthly performance reviews for direct reports. Manage business level metrics (service levels, CSAT, AHT) to high standards. Share in the accountability for a business level function team (Logistics, quality, innovation, morale)

Responsibilities:
- Be a Customer Advocate
- Coach and Develop Associates
- Project and Process Management
- Administrative work (E-time, spreadsheets, team meetings, etc...)
- Performance reviews and actions (incentives / monthly scorecards / yearly appraisals)
- Personal development
- Manage up to 25 people

Qualifications
Basic Qualifications:
- High School Diploma, GED or Equivalent Certification
- 2 Years experience in People Management

Preferred Qualifications:
- Bachelors Degree in Business Administration
- Auto Finance experience
- Call Center or Collections experience
- 5 Years experience in People Management
- 2 Years experience in Process Management, LEAN or Six-Sigma

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an equal opportunity employer committed to diversity in the workplace. We promote a drug-free work environment. We emphasize recruiting, hiring, and retaining the most qualified candidates and providing them with the opportunity to meet their potential. We provide an environment where differences lead to solutions.

Job: Call Center and Customer Service
Primary Location: United States-Oklahoma-Tulsa-Tulsa (33001)
Schedule: Full-time
Travel: Yes, 10 % of the Time

Job Posting:
Unposting Date: