Unit Manager, Service Desk

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)
Unit Manager, Service Desk
Summary:
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
General Responsibilities:

• 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

Basic Qualifications:

• 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

Preferred Qualifications:

• Two (2) years of leadership role experience in BPO industry

Eligibility Criteria for IJP:

• Associate must have a recent rating of at least a "Strong" or above
• Associate's current time in position, as noted on Workday is greater than or equal to 6 months
• Associate is not actively on any type of a Performance Improvement Plan (PIP)
• Associate must not have any written warning corrective action and up in any stage of the application process
• Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting

NOTES:

• Open to Coordinators level and up only
• Work Setup: Hybrid (Work From Home and Onsite)
• Promotion through IJP is only up to Senior Associate level for Operations Groups
• For advancements requiring skip level promotions (promotions entailing advancement that's more than 1 level), approvals from the Head of HR and Releasing / Receiving LOB Director must be secured
• Requisition open under local terms
• Candidate must have appropriate paperwork to work in the Philippines
• Completion of internal questionnaire is required to proceed
• Don't forget to upload your resume in Workday before submitting your application. Incomplete application may delay in processing.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.
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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).