Assistant Vice President for Capital One US Card -Supports collections department of Capital One US Card -Supervises agents, making sure that calls handled generates dollars for the company. Ensures that agents have the knowledge, skills and equipment needed to become productive -Tracks dollars collected per agent on timely basis, making sure that each agent maximizes their level of productivity -Performs quality monitoring, side by side, remote monitoring, providing feedback to agent -Tracks and reports downtime on all tools required to carry out support -Prepares actions pans for performance improvement -Participates in recruitment of staff, by conducting interviews, sending notes to recruitment team and conducting welcome calls -Prepares time keeping records for agents