Capital One Manager Process Management Workforce - Hybrid 

United States, Virginia, Richmond 

512509032

As a Manager on our Workforce Experience Team, you will lead a talented group of Workforce professionals to provide supply, demand, and real time network response recommendations for our Channels Operations partner teams. This includes in-depth engagement with Channels Operations leaders, Workforce Management partners, and other horizontal support teams to provide key insights and recommendations on:

• Supply vs demand staffing outlooks and key drivers

• Describe workload trends for Voice and Non-Voice lines of business

• Real time network management

• Incident recovery

• Agent staffing approaches

• Call routing strategies

• Future project impacts

Partnerships & Stakeholder Management:

• Engage and communicate across multiple LOBs and levels to provide visibility, insights, and recommendations on Channels contact center network approaches and agent group design; ability to influence key stakeholders and gain buy-in by providing clarity on key issues and options to solve.

• Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth

• Empower and Inspire a team of workforce professionals

Core Responsibilities:

• Assess, identify, and collaborate to solve contact center supply/demand issues affecting a large diverse network of work types from day zero up to two years in advance.

• Support supply/demand views, scenario plans for Channels LOB, and key initiatives across the organization

• Coordinate across Workforce, Operations, and Channels Strategy & Services teams to solve complex problems related to contact center planning and design; ability to partner with key stakeholders to implement changes and solutions

• Provide subject matter expertise on capacity planning and real time contact center processes when representing the Workforce department in Channels/Card programs & projects

• Coordinate a real time suite of services to triage in the moment events, lead a command center model for incident management, define lever thresholds, and communicate real time results on a daily basis

• Leverage real-time data to enhance intra-day insights and communication strategy and optimization of intra-day support

• Develop strategic ideas by leveraging technology to solve business challenges, including increased simplicity and flexibility

• Identify and implement best practices, standard operating procedures (SOPs), and process improvements to enhance overall operational effectiveness

• Deliver oversight of Channels key network planning processes, and maintain a high bar for process excellence for both existing processes and strive toward new process improvements

• Partner across a broad range of teammates and stakeholders to implement contact center changes; drive work and results through others with deep partnership and collaboration

Hybrid Expectations:

• This role is Hybrid and has a requirement for in-office collaboration

• Hybrid associates are expected to consistently spend three days per week in the office on our designated hybrid days: Monday, Tuesday, Wednesday and Thursday. Friday will remain an enterprise-wide virtual work day.

• Primary locations are:

  • Richmond, VA

  • Mclean, VA

  • Wilmington, DE

Basic Qualifications:

• High school diploma, GED or equivalent certification

• At least 5 years of Workforce Management experience for a Contact Center

• At least 5 years of experience in Process Management or Data Analysis

• At least 3 years of People Management experience

• At least2 yearsof experience using Google Suite or Microsoft Office

Preferred Qualifications:

• Bachelor's Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems or military experience

• At least 8 years of experience in Process Management or Data Analysis

• At least 5 years of People Management experience

• At least 10 years of experience in Contact Center Operations or Contact Center Management

• At least 7 years in Workforce Management