Manager, Process Management, Workforce Management(Hybrid)
As a Manager on our Workforce Experience Team, you will lead a talented group of Workforce professionals to provide supply, demand, and process recommendations for our Channels Operations partner teams. This includes in-depth engagement with Channels & Shared Services 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
- Agent staffing & scheduling methodology approaches across diverse customer channels
- Supply & Demand projection impacts based on intent
- Scheduling, & Operations system administration to enable WF planning services
- Process Design & Change Management for WF, and Operations lines of business
- Influencing multi-year strategy on product improvements delivering on WF innovation
We are seeking a dedicated, disciplined, process professional who can excel in a horizontal process support team supporting a global contact center operation. This individual must be able to effectively communicate and influence partners across the enterprise and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic environment are essential to succeeding in this role. This role requires strong leadership skills to collaborate, partner, and deliver work through others while delivering flawless execution of process improvement projects. In addition, an innovative forward-thinking mindset to help delivery on our Workforce enablement strategy.
Join our team as a Manager of Shared Services Workforce Experiences and take on a pivotal role in shaping our innovation strategy, ensuring operational excellence, and driving success at scale. If you have the required expertise, and are passionate about working across a broad set of stakeholders to solve complex operational challenges, we invite you to apply and be part of our exciting journey.
Partnerships & Stakeholder Management:
- Engage and communicate across multiple LOBs and levels to provide visibility, insights, and process recommendations on contact center optimization
- Ability to influence key stakeholders and gain buy-in by providing clarity on key problems to solve that bring value to the organization
- Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth
- Empower and Inspire a team of workforce professionals to Change Banking for Good
**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 demand & supply processes when representing the Workforce department in Channels/Card programs & projects
- Deliver oversight of key Workforce network planning processes, and maintain a high bar for process excellence for both existing processes and new process improvements
- As a leader of our system administration team you will develop and lead strategic systematic ideas by leveraging technology to solve business challenges, including increased simplicity and flexibility
- Identify and implement industry leading system best practices, and improvements to enhance overall operational effectiveness
- Partner across a broad range of teammates and stakeholders to implement contact center changes; at times collaborating with Operations change & training teams when impacting our broad team lead and associate personas
- Influence work and results through product & technical team with deep partnership and collaboration
Location: This role is hybrid, where you will be expected to spend 3 days per week working in an office (Richmond, VA, McLean, VA, Plano, TX, or Wilmington, DE ) and the remainder of the week working virtually.
**Basic Qualifications: **
- High School Diploma, GED or equivalent certification
- At least 5 years of experience in roles within Workforce Management for a Contact Center environment
- At least 5 years of experience in Process Management or Data Analysis
- At least 3 years of People Management experience
- At least 2 years of experience using Google Suite or Microsoft Office
**Preferred Qualifications: **
- Bachelor's Degree 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 function
- At least 5 years of experience with Calabrio, Aspect, Alvaria, Nice or other WFM industry standard products.
**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.
McLean, VA: $134,400 - $153,300 for Manager, Process Management
Plano, TX: $122,100 - $139,400 for Manager, Process Management
Richmond, VA: $122,100 - $139,400 for Manager, Process Management
Wilmington, DE: $122,100 - $139,400 for Manager, Process Management
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.
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