Capital One Process Specialist - Mission Control 

Philippines 

704365905

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila) Process Specialist - Mission Control

Real Time Monitoring and Management

• Monitor all daily critical metrics and trigger escalation procedures when thresholds are reached to ensure operational goals are met

• Stay on top of email and chat engagements, including other public channels the team is manning

• Maintain daily dashboards, prepare and send daily reports

• Conduct analysis and recommend solutions to real time performance issues

• Partner with global teams to ensure appropriate support and health of the network

Incident Management

• Act as point of contact for operations to convey technical difficulties and servicing challenges

• Be a liaison for resolvers to collect and validate information needed for troubleshooting

• Monitor and track reported incidents, perform reviews and provide reports to close the loop

• Manage bridge lines, including sending of communications to stakeholders to drive awareness at every stage of an incident

• Ensures all outstanding issues are escalated and resolved timely and accurately

Administrative

• Perform audits, reviews and care for internal summary emails

• Manage Handoff emails, Event monitoring (eg weather, civil), leadership ad hoc and asks

• Support or rotate to other work towers as needed

• Maintain Process documentation and governance

• Autonomously prioritize assigned tasks as necessary

• Identify process improvements and make recommendations to drive these to implementation

Basic Qualifications:

• Educational Background: College level or equivalent work experience

• 1.5 years of relevant process management or working experience in a call center environment

• Proficiency in Google Suite or Microsoft Office with strong Google Sheets/MS Excel skills

• Strong analytical and organization skills

• Creative decision making, able to think outside-the-box real-time as data/information are made available

• Proven ability to work in a fast-paced, iterative cycle with multiple deliverables under schedule deadlines

• Strong communication skills with the ability convey technical concepts in an easy to understand manner

• Strong attention to detail and a sense of urgency in escalating and resolving outstanding issues

• Can work effectively both in a team environment or independently

Preferred Qualifications:

• Applies sound business Judgment to execution, customer-first mentality

• Strong collaborative drive with the ability to influence the course of the conversation as needed

• Methodical, procedural and able to work through challenges in the ‘gray’

• Calm under pressure, maintains a positive approach specially during discovery/troubleshooting stages

• Highly proficient in both verbal and written communication, able to effectively liaise between different parties

• Has a strong sense of continuity and able to ‘fill’ the events of the day, asks questions if uncertainties are present

• Able to self-direct, good work ethic, can operate with minimal supervision

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.