Unit Manager

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 organization

• 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

• 401k matching
• Health insurance
• Flight privileges

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