Capital One
SeniorAssociate,LeaveTeamLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Senior Associate, Leave Team Lead at Capital One. Skills: people leadership, leave administration, operational management. 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.. Coach and develop Leave associates who handle leave requests.”
What You'll Achieve.
ensuring the team delivers a top-notch experience as we transform the leave experience and drive simpler outcomes for the team and our associates.
Industry & Context.
problem-solving skills
Adapt working hours to cover the operational window of 7 a. m. to 5 p. m. , Monday through Friday.
What They're Looking For.
Must Have
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)
Nice to Have
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
What You'll Do.
Manage a dynamic group of 10-15 frontline associates who handle incoming calls
and chats from current and former Capital One employees regarding leave.
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.
How You'll Work.
Team & Collaboration
Cross-train with team members to provide backup support as needed.
Communication Scope
effective communication; influence
Process & Methodology
continuous improvement initiatives
Full Job Description
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) *
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