Job Description

ME Portland-One Monument Sq (25006), United States of America, PORTLAND, Maine

Senior Manager, Customer Operations- BlueTarp Credit & Collections

Summary:

The Senior Manager, Customer Operations is responsible for daily operations of the BlueTarp Credit & Collections Teams as well as developing and executing strategies and innovations in support of ongoing growth. Responsibilities include management and leadership of processes for the continuous improvement. Emphasis is on customer care, quality management, workforce planning, and coaching and development of associates. Performance metrics include call efficiency, low abandonment rate, staffing utilization and acceptable turnover. A commitment to excellence is demonstrated through continuous staff development, enhancing employee engagement, knowledge, skills, and morale.

This is a highly visible and complex role, since the candidate will be required to support and work with executives and users across the entire organization. The successful candidate must be a passionate and proactive visionary in driving processes. In addition, the candidate must be a strong leader, extremely well organized, detail-oriented, quality-minded and possess excellent written and verbal communication skills.

The Role:

* Provide strong, dynamic leadership that engages, mentors, develops, and guides team members.

* Manage, coach and provide leadership to supervisors and staff to achieve goals with an emphasis on continual learning and professional development

* Deliver results against a defined scope of work that includes measurable goals, strategic innovation, performance reporting, and associate development,

* Effectively manage Quality Assurance (QA) program fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,

* Proven experience managing metrics and associate performance while ensuring customer satisfaction.

* Maintain and continually evaluate for improvements to effectively organize responsibilities, including projects, efficient training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,

* Assess and coordinate analytic, strategic and technical resources to meet service expectations and customer satisfaction.

* Partnering with IT, Dealer Services and other Customer Contact to continuously evaluate business processes and current marketplace best practices to ensure we provide the most satisfying experience to our customers.

* Work with technical support to maintain and continuously improve the CRM platforms and telephony systems we employ and seek out the most current and effective solutions to optimize our service levels

* Partner with cross-functional leaders to understand company initiatives and products and reflect those outcomes in scheduling and training

* Establishes customer service goals and supports results through best practice leadership and management principles by identifying and supporting the service drivers that provide an outstanding customer experience

* Develop and propose new ideas to continually improve customer service levels to ensure that company programs are highly differentiated and 'best in class'

The Person:

* Ability to prepare reports, analyze data and provide suggestions based on findings

* Strong operational experience in problem solving with demonstrated ability to innovate and achieve goals

* Possess excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment

* Ability to inspire, implement and execute new process and procedures effectively

* Strong interpersonal, organizational and follow-through skills

* Highly flexible with a strong commitment to a deadline-oriented environment

* Strong technical background to understand optimize workflow and making sure technology systems meet business requirements, including CRM and telephony systems

Basic Qualifications

* High School Diploma, GED, or equivalent certification

* At least 10 years Contact Center experience

* At least 5 years experience leading a team(s) of both Exempt and Non-Exempt associates

Preferred Qualifications

* Bachelors Degree

* 5+ years Lending experience

* 5+ years of Process Management experience

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