Capital One Set Channel VIP Ops Specialist Team Lead - Essential Onsite 

United States, Texas, Plano 

691602085

As a VIP Ops Specialist Team Lead at Capital One, you support, develop, motivate and strive to exceed standards of customer service and experience. You will be the subject matter expert that helps support leadership coaching and development of associates in a back office environment to improve productivity, efficiency and effectiveness while assisting with managing day to day operations. You will cross collaborate with other Operation, Product, and Process teams to drive business initiatives and projects within auto lien perfection. You will communicate - verbally and written - with various leaders explaining complex processes, analyzing business results, and influencing change within the team and department. You must bring the energy as you will serve as a liaison between associates and managers to help drive associate engagement and increase department morale. You will assist with the creation and management of department reporting with your advanced knowledge of v-lookups, queries, and much more

Responsibilities:

• Handle Inbound and outbound calls from customers, dealers, lenders and/or the state with the intention of resolving title issues

• Accountable for achieving business goals

• Prepare and deliver monthly metrics to your leaders

• Monitor, prepare and deliver business level metrics (perfection rates, SLAs, QA) to high efficiency standards.

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

• Execute flawless management of projects assigned

• Ensure timely administrative responsibilities of workload distribution, volume monitoring, reports, meeting recaps, etc.

• Assists with daily call center operations and floor coverage

• Coordinates daily workflow of the department and directs work of others.

• Assists with escalated customer issues or complex calls and troubleshoot

• Regularly trains, coaches, develops and mentors other associates in the department

• Coaches and develops associates in call center environment to improve productivity

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 2 years experience in coaching or mentoring associates orpeople leadership

• At least 2 years of experience using MS Office or Google Suite

• At least2 yearsof auto finance experience

• At least3 years ofCustomer Service or Call Center Experience

Preferred Qualifications:

• At least 3 years experience in an auto titling office (i.e.Department of Motor Vehicles) or auto loan originations or auto finance or auto refinance experience

• At least 3 years of experience with Microsoft Excel or Google Sheets (i.e. queries, vlookup, etc.)

• At least 4 years of experience in coaching or mentoring associates

Plano, TX: $64,700 - $73,900 for Ops SpecialistThis role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

. 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.