8 hours
2017-12-142018-01-13

Operations Coach (Corp)

Richmond, VA
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  • Job Code
    capitalone2-R38116
Company Capital One

Job Title: Operations Coach (Corp)

JobID: capitalone2-R38116

Location: Richmond, VA, 23261, USA

Description: Locations: VA - Richmond, United States of America, Richmond, Virginia



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.



Operations Coach (Corp)



As as Operations Coach at Capital One, you will lead a dynamic team of front line recoveries call center associates who are the face of Capital One for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. Unit Managers Operations Coaches manage, develop and motivate an internal team



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, efficiency metrics and compliance due diligence



- Prepare and deliver monthly performance reviews for direct reports.



- Manage business level metrics (pen rates, occupancy) to high efficiency standards.



- Share in the accountability for the business morale, innovation and quality



- Complete and provide feedback on call monitors in a timely fashion to the associates



- 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, standups, team meetings, etc.



- Define and measure performance metrics (incentives, monthly scorecards, annual appraisal) and clearly communicate to team.



Categories

  • Customer Service/Call Center
  • Management

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.                                               


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Operations Coach (Corp)

Capital One
Richmond, VA

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Capital One
Richmond, VA

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