Principal Associate – Phone Business Servicing Operations

Capital One

Capital One call-center operations leader managing Business Cards and Payments servicing teams. Improving customer experience, performance metrics, staffing, and escalated issue resolution.

Posted 8/25/2026full-timeRichmond • Texas, Virginia • 🇺🇸 United StatesJuniorMid-Level💰 $98,900 - $112,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in call center operations management, including team leadership, performance evaluation, and strategic planning to enhance customer service delivery. Proficient in analyzing KPIs and customer feedback to drive continuous improvement and optimize resource allocation.

Highest-signal resume keywords

People ManagementCall Center ExperienceProcess ManagementKPI AnalysisTraining Program Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance EvaluationWorkflow OptimizationCost-Benefit AnalysisCustomer Satisfaction AnalysisEscalated Complaint Resolution

Soft Skills

Team LeadershipMotivationCommunicationCoaching

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Customer ServiceCall Center OperationsCustomer FeedbackResource AllocationStrategic Planning

About the role

Key responsibilities & impact

Oversee the day-to-day operations of a call center
Lead leaders of teams of customer service representatives
Manage and motivate approximately 25 customer service representatives and 2 or more leaders
Hire, train, coach, and evaluate performance
Develop and implement training programs
Identify and address performance gaps
Monitor and analyze KPIs including call volume, average handle time, customer satisfaction, and first contact resolution
Optimize workflows, staffing levels, and scheduling
Handle escalated customer complaints and complex issues
Develop strategies to proactively identify and address customer concerns
Develop and execute strategic plans to improve customer service delivery
Analyze customer feedback to identify trends and drive continuous quality enhancement
Conduct cost-benefit analyses and optimize resource allocation
Partner with sales, marketing, and product development
Communicate customer insights and feedback to stakeholders

Requirements

What you’ll need

High School Diploma, GED or equivalent certification
At least 3 years of experience in People Management
At least 3 years of call center experience
At this time, Capital One will not sponsor a new applicant for employment authorization for this position
Bachelor's Degree or Military experience (preferred)
3+ years of experience in Process Management (preferred)
5+ years of experience in People Management (preferred)
2+ years of experience supporting card products and services (preferred)

Benefits

Comp & perks

Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
Comprehensive, competitive, and inclusive health, financial and other benefits supporting total well-being
Reasonable accommodations for applicants who require them