Capital One Principal Associate Customer Support Lead 

United States, Virginia, Arlington 

503382510

Center 3 (19075), United States of America, McLean, Virginia Principal Associate, Customer Support Lead

Key Responsibilities

• SLA Management:Monitor and ensure consistent adherence to team-level SLAs, identifying and addressing any deviations promptly.

• Process Optimization:Continuously analyze and improve existing processes to enhance efficiency, productivity, and overall service delivery.

• Data-Driven Improvement:Utilize data analytics and reporting to identify trends, areas for improvement, and opportunities to positively influence partner behavior and performance.

• Performance Management:Set clear performance expectations, provide regular feedback, and conduct performance reviews for team members.

• People Leadership:Offer guidance, mentorship, and coaching to team members, fostering their professional development and growth.

• Team Building:Foster a collaborative, inclusive, and positive team culture that values diversity and encourages open communication.

• Partner Collaboration:Establish and maintain strong relationships with partners, promoting effective communication and collaboration.

• Issue Resolution:Oversee the timely and effective resolution of escalated end-user support issues with a focus on customer experience and risk mitigation.

• Knowledge Management:Ensure the maintenance and continuous improvement of knowledge base resources for the team.

• Communication:

Basic Qualifications:

• At least 2 years of process or project management experience

• At least 2 years of experience in a Human Resource role

• At least 2 year of experience inMicrosoft Office or Google Suite (Gmail, Google Sheets, Google Docs)

Preferred Qualifications:

• Bachelor's Degree, or military experience

• At least 2 years of people leadership experience

• 2+ years of Workday Recruiting experience

• 2+ year of Recruiting experience

• 2+ years of staff training

• Excellent written and verbal communications experience

• Professional Human Resources Certification

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.