Principal Associate Phone Business Servicing Operations

• Locations: Richmond, VA, or Plano, TX - Hybrid Only.

• Line of Business: Business Cards & Payments

• Level: Principal Associate, People Leader
  

About the team:

Our Commercial Card Servicing Team within the broader BC&P Business Operations group is looking for a dynamic, analytical leader who is passionate about delivering superior customer experience while cultivating a high-performing group. If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you!

The Principal Associate Phone Servicing Operations oversees the day-to-day operations of a call center, leading leaders of teams of customer service representatives to deliver high-quality support, manage performance metrics, resolve escalated customer issues, implement strategic improvements, and ensure customer satisfaction by analyzing data to identify trends and drive operational efficiency across all customer interactions; reporting directly to senior management and collaborating with cross-functional teams to align customer service with broader business objectives.

Job Responsibilities:

• Team Leadership and Development:

  • Manage and motivate a team of ~25 customer service representatives and 2 or more leaders, including hiring, training, coaching, and performance evaluations to optimize productivity and quality standards.

  • Develop and implement training programs to ensure agents are knowledgeable about products, services, and company policies.

  • Identify and address performance gaps, providing constructive feedback to improve individual and team performance.
    

• Operational Management:

  • Monitor and analyze key performance indicators (KPIs) such as call volume, average handle time, customer satisfaction, and first contact resolution to identify areas for improvement.

  • Optimize call center workflows, staffing levels, and scheduling to ensure efficient operations and meet customer demand.
    

• Customer Issue Resolution:

  • Handle escalated customer complaints and complex issues, collaborating with other departments to find solutions and ensure customer satisfaction.

  • Develop and implement strategies to proactively identify and address potential customer concerns.
    

• Strategic Planning and Analysis:

  • Develop and execute strategic plans to improve customer service delivery, aligning with company goals and objectives.

  • Analyze customer feedback data to identify trends and areas for improvement, driving continuous quality enhancement.

  • Conduct cost-benefit analysis to evaluate new initiatives and optimize resource allocation.
    

• Cross-Functional Collaboration:

  • Partner with other departments like sales, marketing, and product development to ensure seamless customer experience throughout the entire lifecycle.

  • Communicate customer insights and feedback to relevant stakeholders to inform product development and business decisions.
    

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 3 years of experience in People Management

• At least 3 years of call center experience

Preferred Qualifications:

• Bachelor's Degree or Military experience

• 3+ years of experience in Process Management

• 5+ years of experience in People Management

• 2+ years of experience supporting card products and services
  

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidates offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.