Process Specialist - Mission Control
Job Summary
- To support the network through real-time monitoring of trends, volumes, file and transactions, and react by activating the appropriate levers. Ensure all business processes are working as designed to meet customers and stakeholders’ needs.
General Responsibility:
Real Time Monitoring and Management
- Monitor all daily critical metrics and trigger escalation procedures when thresholds are reached to ensure operational goals are met
- Stay on top of email and chat engagements, including other public channels the team is manning
- Maintain daily dashboards, prepare and send daily reports
- Conduct analysis and recommend solutions to real time performance issues
- Partner with global teams to ensure appropriate support and health of the network
Incident Management
- Act as point of contact for operations to convey technical difficulties and servicing challenges
- Be a liaison for resolvers to collect and validate information needed for troubleshooting
- Monitor and track reported incidents, perform reviews and provide reports to close the loop
- Manage bridge lines, including sending of communications to stakeholders to drive awareness at every stage of an incident
- Ensures all outstanding issues are escalated and resolved timely and accurately
Administrative
- Perform audits, reviews and care for internal summary emails
- Manage Handoff emails, Event monitoring (eg weather, civil), leadership ad hoc and asks
- Support or rotate to other work towers as needed
- Maintain Process documentation and governance
- Autonomously prioritize assigned tasks as necessary
- Identify process improvements and make recommendations to drive these to implementation
JOB SPECIFICATIONS/QUALIFICATIONS
Basic Qualifications:
- Educational Background: College level or equivalent work experience
- 1.5 years of relevant process management or working experience in a call center environment
- Proficiency in Google Suite or Microsoft Office with strong Google Sheets/MS Excel skills
- Strong analytical and organization skills
- Creative decision making, able to think outside-the-box real-time as data/information are made available
- Proven ability to work in a fast-paced, iterative cycle with multiple deliverables under schedule deadlines
- Strong communication skills with the ability convey technical concepts in an easy to understand manner
- Strong attention to detail and a sense of urgency in escalating and resolving outstanding issues
- Can work effectively both in a team environment or independently
Preferred Qualifications:
- Applies sound business Judgment to execution, customer-first mentality
- Strong collaborative drive with the ability to influence the course of the conversation as needed
- Methodical, procedural and able to work through challenges in the ‘gray’
- Calm under pressure, maintains a positive approach specially during discovery/troubleshooting stages
- Highly proficient in both verbal and written communication, able to effectively liaise between different parties
- Has a strong sense of continuity and able to ‘fill’ the events of the day, asks questions if uncertainties are present
- Able to self-direct, good work ethic, can operate with minimal supervision
No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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).
