Manager, Process Management, Workforce Management(Hybrid)

Capital One • Richmond, VA

2d • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• 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.

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.
• 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.

Benefits

• performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
• comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED