Department Operations Manager - Customer Resiliency Channels: Tier 2 Voice (Hybrid)

West Creek 8 (12080), United States of America, Richmond, Virginia
Department Operations Manager - Customer Resiliency Channels: Tier 2 Voice (Hybrid)
Are you a dynamic, analytical leader who is passionate about delivering top-notch customer experience while cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you! As a Department Operations Manager, you will lead day-to-day activities of a high visibility, very engaged Customer Resiliency Channels Tier 2 Voice phone team. You will translate data into a story that will help drive the team towards achieving individual, team and business metrics.
Responsibilities:

• Lead a team of 250 call center associates with 4-6 Senior Unit Managers as direct reports.
• Track and manage metrics, coach and develop associates, oversee quality assurance, and resolve system issues.
• Ensure processes are documented, projects are prioritized, and business objectives are met.
• Identify and drive process improvements that improve customer experience, lower costs and ensure highest quality loans.
• Collaborate with others across multiple departments and lines of business.
• Continuously analyze current business work flows and productivity/efficiency results in order to seek process improvements.
• Develop strategies in a fast-paced environment where new variables are constantly emerging.
• Manage staffing and financial budgets.

Location: This role is hybrid, where you will be expected to spend about half of your working time in office (Richmond, VA or McLean, VA) and half working virtually.
Basic Qualifications:

• High School Diploma, GED, or equivalent certification
• At least 2 years of People Leadership experience
• At least 2 years of Call Center Management experience
• At least 1 year of experience leading projects or processes

Preferred Qualifications:

• Bachelor's Degree
• Six Sigma, Lean certification
• At least 5 years of People Leadership experience
• At least 5 years of Call Center Management experience
• At least 2 years of experience in Risk management
• At least 2 years of experience leading projects or processes
• At least 2 years of experience in Budget management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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