Customer Support for Internet Operators assisting users by phone and resolving basic technical issues. Hybrid role with initial training in Barcelona.
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Hybrid Principal Associate, ID Theft Investigations – Sr. Unit Manager
Posted 5 months ago
About the role
- Sr. Unit Manager leading and developing a team of ID Theft Investigators at Capital One. Responsible for achieving business goals and implementing process improvements in the ID Theft Investigations space.
Responsibilities
- Lead the performance of the ID Theft Investigations Team
- Requirements include managing a budget, achieving business goals, performance management, staffing plan development, and development of long term business goals/vision
- Drive individual, team and department efficiency and productivity through effective and efficient metric management
- Ensure compliance with all third party management (TPM) requirements for agent vendor representatives
- Provide development to the team and associates in the department
- Uphold effective standards of performance management.
- Motivate associates and help them achieve their career aspirations
- Establish the development and execution of repeatable, efficient processes within the team
- Maintain high levels of team and individual morale through change and development
- Develop methods to encourage and implement process improvements
- Execute quality monitoring requirements that deliver intent and customer satisfaction goals
Requirements
- High School Diploma, GED or Equivalent Certification
- At least 3 years of experience in people leadership
- At least 4 years of call center customer service or call center collections experience
- At least 2 years of experience in Process Management
- At least 2 years of experience in the Auto Financing Industry
- At least 2 years of experience using Google Suite or Microsoft Office
Benefits
- Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
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