Capital One Manager Process Management Capacity Planning / Workforce Hybrid 

United States, Virginia, Richmond 

959806057

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

Core Responsibilities:

• Assess, identify, and collaborate to solve contact center supply/demand issues affecting a Channels capacity planning project or LOB outlook

• 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 contact center processes when representing the department in Channels/Card programs & projects

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

• Deliver oversight of Channels capacity planning processes, and maintain a high bar for process excellence for existing processes and 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

Travel as needed to other company locations. Travel requirements will be determined by business need.

Basic Qualifications:

• High school diploma, GED or equivalent certification

• At least 3 years of experience in Process Management or Project Management

• At least 3 years of People Management experience

• At least 5 years of experience in contact center operations Or workforce management
  

Preferred Qualifications:

• Bachelor's Degree or 10 years equivalent experience

• At least 4 years of experience in Process Management or Project Management

• At least 4 years of People Management experience

• At least 6 years of experience in contact center operations

• At least 6 years in workforce management, with familiarity in using workforce management specific systems such as Calabrio, Aspect, Alvaria, Nice or other WFM industry standard products.

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.