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Capital One Principal Associate Customer Support Lead 
United States, Virginia, Arlington 
503382510

31.08.2024
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.