Job: High Value Servicing Unit Manager Job

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Jobing Description

High Value Servicing Unit Manager-705974

Description
Department Marketing Statement
The High Value Servicing (HVS) business is a unique servicing group focused on providing a World-Class service experience for our HVS customer population. The HVS queue is made up of fully empowered associates that utilize a variety of tools to quickly service, inform and educate customers with information to service their account and help them make well-informed decisions essential to utilizing their credit card.

Job Function

The HVS service queue is looking for a motivated and resolution-focused manager to lead and develop an internal team of 15-25 phone agents whose goal is to create a World-Class customer experience for our HVS customers. This position requires exemplary leadership presence and techniques to deliver on the following Responsibilities:

Responsibilities

- Maintaining high levels of team and individual morale through change and development
- Providing timely and continuous coaching to improve and maintain performance standards
- Driving individual, team, and department efficiency and productivity through effective call-center metrics management
- Executing quality monitoring requirements that deliver intent and customer satisfaction goals
- Effectively preparing and delivering monthly/annual performance reviews for direct reports
- Enabling process improvement through insight capture and delivery
- Performing timely administrative responsibilities that meet HR, regulatory, and audit standards
- Maintaining current learning requirements through timely training and team meeting execution
- Driving personal development to create growth opportunities and improve effectiveness
- Sharing in the accountability for a business level function team (Logistics, quality, innovation, morale)

The ideal candidate will possess great interpersonal and people management skills and display unwavering passion for customer service. The manager will be accountable for agents who handle inbound and outbound calls regarding customers' credit cards.

Hours of Operation:

- Sunday through Saturday, 24 hours per day

. Schedules will include a Saturday or Sunday, and possible evening shifts.

Qualifications
Basic Qualifications:
- High School diploma, GED or equivalent
- 1 year People Management experience
- 2 years Customer Service experience

Preferred Qualifications:
- Bachelors Degree in Business Administration or Finance
- 2 years People Management experience
- 1 year Call Center experience
- Knowledge of process and or project management skills
- Intermediate to advanced knowledge of the credit card product

Other Skills:
- Strong verbal and written communication skills
- Passion for serving customers
- Self-motivated
- Ability to learn in an ever-changing environment
- Strong decision-making ability and attention to detail
- Ability to work under pressure and meet established deadlines
- Professional demeanor

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

No agencies please. Capital One is an equal opportunity employer committed to diversity in the workplace. We promote a drug-free work environment. We emphasize recruiting, hiring, and retaining the most qualified candidates and providing them with the opportunity to meet their potential. We provide an environment where differences lead to solutions.

J2W:CB2

J2W:LI

Job: Call Center and Customer Service
Primary Location: United States-Florida-Tampa-Tampa-Renaissance Park III (42007)
Schedule: Full-time
Travel: No