COAF Customer Care Unit Manager

Plano 5 (31065), United States of America, Plano, Texas

At Capital One, we re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

COAF Customer Care Unit Manager

Our Capital One Auto Finance team is all about delivering a world class customer service experience to every Capital One Customer! To keep this energy going, the Front Line Manager will motivate a team of 10-15 non-exempt associates to assure our customer experience and productivity goals are met. There will be a wealth of opportunity to coach and develop associates, and effectively communicate important changes regarding our policies and processes. Not only will the Front Line Manager monitor team performance, but also communicate team results to both Associates and Senior Management. In order to deliver effectively to our customers, staffing demands are critical and the Front Line Manager will work closely with the Senior Management team to maintain these internal staffing demands and requirements.

Department Hours: Monday-Friday 7:00am - 8:00pm

Responsibilities:
- Accountable for achieving business goals for a team of up to 25 associates within unit.
- Provide continuous feedback and coaching to improve and maintain high quality customer experience, effectiveness and efficiency metrics.
- Prepare and deliver monthly performance reviews for direct reports.
- Manage business level metrics (AHT, SLA, Occupancy) to high efficiency standards.
- Share in the accountability for a business level function team (Logistics, quality, innovation, morale).
- Motivate and develop associates and help them achieve their career aspirations.
- Execute flawless management of projects assigned to unit.
- Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.
- Define and measure performance metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to team.

- Own your personal development to achieve job proficiency, meet performance goals and independently keep your own technical know-how up to date

Basic Qualifications:
- High School Diploma, GED, equivalent certification or military experience
- At least 2 years of experience in People Management
Preferred Qualifications:
- Bachelor s Degree
- 3 years of experience in People Management in Hospitality Industry
- 2 years of experience in Process Management

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 and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City s Fair Chance Act; Philadelphia s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

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.

For technical support or questions about Capital One's recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).