Senior Associate, Leave Team Lead

Capital One • Richmond, VA

3d • Onsite

About The Position

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.

Requirements

• High School Diploma, GED or equivalent certification
• At least 2 years of experience working in a contact center receiving incoming inquiries
• 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 Haves

• 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

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.

Benefits

• Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
• Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED