Capital One Unit Manager Team Lead 

Philippines 

519065232

General Responsibilities:

• People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development

• Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary

• Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change

• Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results

• Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery

• Organizational Collaboration. Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction

• Operational Routines. Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc) Other job-related duties that may be assigned from time to time

Basic Qualifications:

• Two (2) years college level education or equivalent work experience

• Total of 18 months of experience in a call center operations environment

• Knowledge of call center business processes

• Analytical skills for decision-making and performance evaluation

• Communication skills for written and verbal business correspondences

• People management skills, including team coaching and collaboration

• Proficiency in Microsoft Office and Google Suite applications

• Amenable to work in a hybrid setup
• Amenable to work in Alabang
• Amenable to work in a night shift schedule

Preferred Qualifications:

• Two (2) years of leadership role experience in BPO industry

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.