Capital One Manager Process Management 

United States, Virginia, Richmond 

252859753

West Creek 8 (12080), United States of America, Richmond, Virginia Manager, Process Management

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.

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.