Unit Manager (Team Lead)
Capital One
Unit Manager (Team Lead)
Job Description
Overview
Summary:To supervise a team of professionals (handling consults, inbound, outbound, case, chat, escalations and investigations) to drive improvements in required skills and customer experience through regular interactions in order to achieve individual and group targets in an Operations sub-function of Capital One Philippines. Responsible in driving performance and skills improvement to promote customer and business outcomes while maintaining partnerships across the organizationGeneral Responsibilities:People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development
Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary
Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change
Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results
Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
Organizational Collaboration. Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction
Operational Routines. Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc) Other job-related duties that may be assigned from time to time
Two (2) years college level education or equivalent work experience
Total of 18 months of experience in a call center operations environment
Knowledge of call center business processes
Analytical skills for decision-making and performance evaluation
Communication skills for written and verbal business correspondences
People management skills, including team coaching and collaboration
Proficiency in Microsoft Office and Google Suite applications
Two (2) years of leadership role experience in BPO industry
Locations
- City of Muntinglupa, Philippines Muntinlupa City, National Capital Region (Manila)City of Muntinglupa
Salary
80,000 - 135,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- People managementintermediate
- Team coaching and mentoringintermediate
- Risk management and compliance auditingintermediate
- Analytical skills for performance evaluationintermediate
- Process improvementintermediate
- Communication skillsintermediate
- Proficiency in Microsoft Office and Google Suiteintermediate
Required Qualifications
- Two (2) years college level education or equivalent work experience (experience)
- Total of 18 months of experience in a call center operations environment (experience)
- Knowledge of call center business processes (experience)
- Preferred: Two (2) years of leadership role experience in BPO industry (experience)
Responsibilities
- Supervise team handling consults, inbound, outbound, case, chat, escalations and investigations
- Drive performance and skills improvement to achieve targets
- Provide sub-functional leadership including hiring, coaching, mentoring, and talent development
- Conduct audits to ensure compliance with laws and regulations
- Conduct periodic performance reviews by analyzing trends
- Identify process improvement opportunities and implement strategies
- Deliver operational routines like capacity planning, schedule adherence, and data accuracy checks
Answer 10 quick questions to check your fit for Unit Manager (Team Lead) @ Capital One.
Unit Manager (Team Lead)
Capital One
Unit Manager (Team Lead)
Job Description
Overview
Summary:To supervise a team of professionals (handling consults, inbound, outbound, case, chat, escalations and investigations) to drive improvements in required skills and customer experience through regular interactions in order to achieve individual and group targets in an Operations sub-function of Capital One Philippines. Responsible in driving performance and skills improvement to promote customer and business outcomes while maintaining partnerships across the organizationGeneral Responsibilities:People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development
Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary
Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change
Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results
Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
Organizational Collaboration. Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction
Operational Routines. Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc) Other job-related duties that may be assigned from time to time
Two (2) years college level education or equivalent work experience
Total of 18 months of experience in a call center operations environment
Knowledge of call center business processes
Analytical skills for decision-making and performance evaluation
Communication skills for written and verbal business correspondences
People management skills, including team coaching and collaboration
Proficiency in Microsoft Office and Google Suite applications
Two (2) years of leadership role experience in BPO industry
Locations
- City of Muntinglupa, Philippines Muntinlupa City, National Capital Region (Manila)City of Muntinglupa
Salary
80,000 - 135,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- People managementintermediate
- Team coaching and mentoringintermediate
- Risk management and compliance auditingintermediate
- Analytical skills for performance evaluationintermediate
- Process improvementintermediate
- Communication skillsintermediate
- Proficiency in Microsoft Office and Google Suiteintermediate
Required Qualifications
- Two (2) years college level education or equivalent work experience (experience)
- Total of 18 months of experience in a call center operations environment (experience)
- Knowledge of call center business processes (experience)
- Preferred: Two (2) years of leadership role experience in BPO industry (experience)
Responsibilities
- Supervise team handling consults, inbound, outbound, case, chat, escalations and investigations
- Drive performance and skills improvement to achieve targets
- Provide sub-functional leadership including hiring, coaching, mentoring, and talent development
- Conduct audits to ensure compliance with laws and regulations
- Conduct periodic performance reviews by analyzing trends
- Identify process improvement opportunities and implement strategies
- Deliver operational routines like capacity planning, schedule adherence, and data accuracy checks
Answer 10 quick questions to check your fit for Unit Manager (Team Lead) @ Capital One.