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Within IMC as a Manager, you will be accountable for a 24 x7 operation with core functions revolving around real time monitoring of the Card and Bank call center network and ensuring the health of the agent & customer experience. Engagement with call center operations stakeholders (including senior leadership) and key product and technical partners is a critical component of this role.
Key Responsibilities:
Partner with workforce management and operational stakeholders to deliver critical operational goals
Serve as a point of escalation and lead efforts with technical resources on incidents related to agent or customer facing systems or applications
Develop and drive an agenda for the IMC support model throughout innovative workforce modernization and network simplification efforts
Develop strategic ideas by leveraging technology to solve business challenges, including increased simplicity and flexibility
Leverage real-time data and digital tools to enhance IMC’s intra-day insights and communication strategy and optimization of intra-day support
Accountable for real-time communications and reporting that has a reach across the entire call center network and exposure to a senior level audience
Support call center readiness through major network evolutions (partner conversions, product evolutions, supplier onboarding, etc.)
Basic Qualifications:
High School Diploma, GED or equivalent certification
At least 2 years of experience in Process or Project management
At least 2 years of experience in People management
At least 2 years of experience in relationship management
Preferred Qualifications:
Master’s Degree or military experience
Lean certification or Six Sigma certification
At least 5 years of experience in Process or Project management
At least 5 years of experience in people management
At least 5 years of experience in complex problem solving
At least 5 years of experience in relationship management
. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
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