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To assist the Principal Process Specialist in managing the administration of Reporting, Analytics (including Forecasting) and Development Operations (Dev Ops) work types such as reports, scorecards, analysis, tool development, and other supported tasks and processes. To partner with Operations and Functional teams through accurate and efficient execution of delivering and supporting overall strategy and performance
:
Risk Management.Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary
Ambassador of Culture and Values.Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change.
Operational Performance.Provides periodic performance data to the Principal Process Specialist by analyzing content manager performance andproductivitytrends as well as results (efficiency metrics, quality, etc.)
Process Improvement.Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
Organizational Collaboration.Maintains strong and collaborative partnerships across the organization, including Operations, Workforce, Enterprise Operations and Functional Support
Reporting
Accurately create business reports that provide insight into key data points, trends and changes
Maintain reporting user interface and backend database and perform updates as necessary
Regularly examine and audit data reports to locate and resolve errors to ensure accuracy
Support various groups in both Operations and Functional teams across the organization
Ensure reporting processes are documented appropriately to mitigate risk
Lead the periodic review of processes and procedures with relevant stakeholders to identify opportunity areas for improvement
Scorecard and Performance Management Support
Prepare associate scorecard and rankings for Operations on a monthly basis or as needed
Maintain scorecard database and perform updates as necessary to ensure accuracy
Regularly review metrics and weights to ensure scorecards are updated with evolving business needs
Create periodic analysis on associate performance distribution across groups
Partner with HR to produce mid and end of year performance rankings for all LOBs
Serve as the primary point of contact for scorecard creation and questions for Operations
Present recommendations supported by data and analysis to local and senior leadership
Ensure scorecard processes are documented appropriately to mitigate risk and ensure compliance
Development Operations (Dev Ops)
Design, implement and maintain processes and tools which covers areas such as automation, database creation, user interface, and performance monitoring
Generate innovative ideas, develop proof-of-concepts and rapid prototypes in partnership with customers and stakeholders
Conduct quality assurance checks on data accuracy and/or tool functionality on a consistent basis
Identify opportunities for process improvement and offer solutions
Ability to clearly articulate complex concepts and technologies to a non-technical audience
Direct and implement all aspects of Dev Ops-related projects and initiatives
Present plans, proposals and business reviews to senior leadership
For People Leaders:
People development.Provides sub-functional leadership to a team of RAD Associates, includingrecommendationsfor hiring, coaching, mentoring, development and talent management
Operational Routines. Delivers administrative tasks such as but not limited to approval of time records, volume projection, capacity planning and scheduling, associate movements, etc. Inspects data accuracy on team reporting (i.e. DID, HR roster, etc)
May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Reporting, Analytics (including Forecasting), and Devops
Other job-related duties that may be assigned from time to time
BasicQualifications:
Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering) or equivalent work experience
1.5 years of relevant working experience in a call center environment
Solid functional understanding of call center business processes, with in-depth knowledge of planning, scheduling, and analytical tools and applications
Strong analytical skills for high-volume financial product and call center operations performance management data
Results orientation with an emphasis for action, versatility, and adaptability
Critical thinking and problem solving skills
Strong communication skills
Management mindset with sound judgment
Ability to self-drive and work effectively with others
People management skills, including team formation, collaboration, and influencing (as applicable)
PreferredQualifications:
Experience in Structured Query Language (SQL) querying and other programming languages such as but not limited to Python, etc.
Experience in data visualization tools such as but not limited to Tableau, Google Sheets/Slides, etc.
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.
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