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Capital One · 2 months ago

Move On CAT Floor Supervisor - Work from Home

United States

Full-time

Remote

Mid Level

$57K/yr - $65K/yr

3+ years exp

Capital One is a financial services company seeking a Move On CAT Floor Supervisor. The role involves coaching and developing associates in a call center environment to enhance productivity and customer experience while managing daily operations and performance metrics.

Financial Services

Comp. & Benefits

No H1B

Responsibilities

Assists with daily call center operations and floor coverage

Coordinates daily workflow of the department and directs work of others

Identifies and prepares reporting on escalations and call driver trends

Assists with escalated customer issues or complex calls and troubleshoot

Regularly trains, coaches, develops and mentors other associates in the department and for supported teams

Prepares and manages call and process performance metrics

Ensures department call and process SLA's are maintained

Assists in helping drive NPS metrics for teams we support

Assists in initiatives as assigned by management

Adjusts team schedules when meetings and other conflicts may impact coverage

Presents customer experience data and opportunities to managers and teams we support

Assists in agent call quality calibrations

Assists in managing Call Systems for department closings and associate adjustments

Assists in development of Policy and Procedures updates

Qualification

Customer service experienceCall center experienceFinancial industry experienceAuto finance experienceGoogle SuiteMicrosoft OfficeEscalation handlingCoaching skillsTeam management