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 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

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. 

Join our team as a Manager of Global Operations Workforce Experiences and take on a pivotal role in shaping our 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 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 least 2 years of 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
  

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.