Capital One Customer Escalations Unit Manager Hybrid 

United States, Texas, Plano 

634150920

You’ll love the role & be successful if…

• You have a passion for leading, developing and providing delightful experiences for direct reports & external customers

• You are a promoter of diversity, inclusion, and belonging

• You naturally use data to influence process improvements & decisions

• You are a hands-on engaged leader

• You love to dream & have big ideas to enhance your team & responsibilities

General Responsibilities:

• Accountable for achieving business goals for a team of associates

• Manage business level metrics to high efficiency standards

• Review reporting on team and individual levels to measure and impact performance

• Share in the accountability for a business level function team (Logistics, quality, innovation, morale)

• Autonomously execute deliverables, on time, with appropriate escalations

• Communicate and collaborate with various levels of leadership

• Provide real-time, actionable feedback to improve and maintain high quality customer experience

• Motivate and develop associates to help them achieve their career aspirations

• Able to comfortably, but effectively manage underperforming associates

Basic Qualifications:

• High School Diploma, GED, or equivalent certification

• At least 2 years of experience in People Management

• At least 1 year of experience in Call Center Operations Management

Preferred Qualifications:

• Bachelor’s Degree or military experience

• At least 5 years of experience in People Management

• At least 2 years of Auto Finance experience

• At least 1 year experience in Process Management

• At least 1 year of experience in Offshore Vendor 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.