Senior Associate, Leave Team Lead

As the Team Lead for the Leave team you will manage a dynamic group of 10-15 frontline associates who handle incoming calls emails and chats from current and former Capital One employees regarding leave. Your primary focus will be creating a positive work environment maintaining high morale and ensuring the team delivers a top-notch experience as we transform the leave experience and drive simpler outcomes for the team and our associates. Success in this role requires strong problem-solving skills effective communication the ability to influence and a commitment to well-managed operations and attention to detail.

Responsibilities:

• Coach and develop Leave associates who handle leave requests.

• Fulfill all people leader requirements including talent development and performance management.

• Create and pull reports and assist with forecasting models.

• Resolve escalated calls/cases that are beyond the scope of Leave associates.

• Execute Quality Assurance tasks to ensure a high-quality experience across all channels.

• Lead and participate in continuous improvement initiatives leveraging AI to simplify day to day operations while maintaining confidentiality.

• Serve as the subject matter expert for Leave associates.

• Develop and maintain process documentation.

• Manage daily workflow and production to ensure compliance with Service Level Agreements (SLA).

• Maintain a high level of integrity and confidentiality.

• Cross-train with team members to provide backup support as needed.

• Adapt working hours to cover the operational window of 7 a.m. to 5 p.m. Monday through Friday.

Basic qualifications:

• High School Diploma GED or equivalent certification

• At least 2 years of experience working in a contact center receiving incoming inquires

• At least 2 years of people leadership experience managing non-exempt associates.

• At least 1 year of experience with Google Suite products (Google Docs Sheets Slides)

Preferred qualifications:

• 3 years experience working within Leave administration Accommodations Payroll and/or Benefits

• 3 years of experience with excel

• 3 years of experience with Google Suite products (Google Docs Sheets Slides)

• 3 years of experience working independently and with a team in a fast paced environment

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.

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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).