Bilingual Front Line Manager, USPAN Tier 2 Escalations

Capital One
Las Vegas, Nevada
Apr 29, 2022
May 28, 2022
Full Time
Locations: Sales - NV - Las Vegas, United States of America, Las Vegas, Nevada

Bilingual Front Line Manager, USPAN Tier 2 Escalations

Join the team that's made of card-lovers. The Capital One Credit Card team that is! Here, you'll find energized, positive people all working together to satisfy customers and enhance our brand. At one of Fortune Magazine's "100 Best Companies to Work For," you'll also see a flexible work environment where great benefits start on day one. With excellence and integrity at heart, you'll continue to grow and be challenged in the place you've been looking for all along.
So what are you waiting for?

Join our team today as a bilingual Front Line Manager!
Our Credit Card team is all about delivering a world class customer service experience to every Capital One Customer! To keep this energy going, the Front Line Manager will motivate a team of 10-12 non-exempt associates to assure our customer experience and productivity goals are met. There will be a wealth of opportunity to coach and develop associates, and effectively communicate important changes regarding our policies and processes. Not only will the Front Line Manager monitor team performance, but also communicate team results to both Associates and Senior Management. In order to deliver effectively to our customers, staffing demands are critical and the Front Line Manager will work closely with the Senior Management team to maintain these internal staffing demands and requirements. This is an excellent opportunity to build a strong foundation within a leadership role while delivering on these additional responsibilities:
- Manage business level metrics and analyze data to identify areas of improvement to ensure a quality customer experience
- Lead, coach, and motivate a high performing team in a dynamic environment
- Build and maintain positive working relationships with individuals at multiple levels
- Facilitate team meetings
- Lead small process/project initiatives as assigned
- Address associate questions, issues, and concerns with little to no direct supervision
- May recommend, develop, and execute process improvements

Basic Qualifications:
• High School Diploma, GED or Equivalent Certification
• At least 4 years of experience in a Call Center

• Fluent in both Spanish and English

Preferred Qualifications:
• Bachelors Degree in Business Administration, Management, Psychology, Human Resource Management, Public Administration or Organizational Leadership
• At least 2 years of experience in People Management
• At least 2 years of experience in Collections OR Tier 2 OR Tier 3 Escalations

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).