Capital One is Growing - Hiring a Mission Control Lead in Plano, TX! Job in Plano 75024, Texas US
The Mission Control Lead will work in the Mortgage Default business of Capital One. This key individual will have the following responsibilities: - Manage customer requests to ensure timely and accurate delivery- Conduct monthly performance previews with MC Manager- Perform capacity planning based on historical data and projected call volumes to ensure adequate staff to meet KPIs- Manage day-to-day duties of team- Ensure time on task is effective- Ensure proper cross-training occurs (knowledge sharing)- Ensure proper console coverage (vacation mgmt)- Implement dialer strategy changes initiated by the business- Oversee change control process (monthly work list changes, dialer strategy changes (High, Medium, Low risk----explain how to look forward opportunities to improve when metrics not reached- Identify process improvements & propose solutions to close gap (shared responsibility with MC Manager)- Clearly documented inclement weather procedure- Holiday closure process- Provide coaching and development (10:10s) for team members- Identify opportunity areas and coach associates effectively- Enhance Key Performance Indicators (KPIs) for Mission Control as opportunities arise- Manage to Key Performance Indicators (KPIs) for Mission Control- Develop a monthly score card to display Mission Controls KPIs- Develop and provide daily dashboard reporting of all inbound/outbound call statistics and metrics- Oversee implementation of new call routing schemes requested by business partners- Symposium requests- Ensure appropriate responses / actions taken when thresholds are exceeded for both Dialer and Inbound customer service- Ensure appropriate communications are sent to business MC controlled outages occur- Participate in console coverage as needed- Other duties assigned as necessaryBasic Qualifications: - High school Diploma, GED or equivalentPreferred Qualifications: - Very Strong Communication Skills- Avaya PDS System (Formerly Mosaix) or comparable dialer- Noble Dialer experience a plus- Symposiu
5. 0 or comparable ACD- IVR/VRU TeleVoice a plus- Call center experience- Collections experience- Workforce management software and scheduling experience - Very Strong Communication SkillsExperience in the following applications: - Crystal Reports- Microsoft Office Suite- Microsoft SQL To apply, go to www.capitalone.com/careersMake a selection under 'Join Our Team'Search by city: Plano Enter 'Mission Control Lead' in the Keywords fieldClick SearchORClick the following link: http://capitalone.
myvurv.com/main/careerportal/job_profile.cfm?szOrderID=614039 Eligible for benefits on day 1! For any questions, call 866-347-5868.
If you require an accommodation to apply for a US employment opportunity, please contact Recruiting at 1-800-304-9102.
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