Senior Associate, Leave Team Lead

Overview

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)

Preferred qualifications:

• 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

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Richmond, VA: $80,800 - $92,200 for Sr. HR Associate

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 [email protected] . 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 [email protected]

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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).