Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Sr. Process Specialist, Workforce Management Skilling and Access Support
Summary:
To assist the Principal Process Specialist in managing the administration of Workforce Management functions, such as Capacity and Footprint Execution, Schedule and Absence Management, Access Delivery and Governance, Intraday Management, and other supported tasks and process
To offer Workforce management-related consultation, leading and/or supporting the delivery of enhancements and projects.
To partner with Operations and Functional teams through accurate and efficient execution and supporting overall strategy and performance
General Responsibilities:
Supervises a team or manages assigned sub-function, including but not limited to:
People Development. Provides sub-functional leadership to Workforce Management functions, including recommendations for hiring, coaching, mentoring, development and talent management
Risk Management
Leads the periodic review and update of processes, procedure, and relevant documentation with stakeholders to identify opportunity areas for operational and financial effectiveness
Monitors team adherence to department guidelines, compliance regulations, policies and procedures by implementing audit procedures; Ensures compliance with all applicable laws and regulations and escalate/mitigate as necessary
Operational Routines. Delivers administrative tasks such as but not limited to approval of time records, volume projection, capacity planning and scheduling, associate movements, etc. Inspects data accuracy on team reporting (i.e. DID, HR roster, etc)
Basic Qualifications:
Total of 18 months of experience in a call center operations environment
Knowledge of call center business processes
Strong analytical skills and has the ability to analyze data impact for large Queues and call center operations performance management data
Results orientation with an emphasis for action, versatility, and adaptability
Critical thinking and problem solving skills
Strong communication skills
Management mindset with sound judgment
Ability to self-drive and work effectively with others
People management skills, including team formation, collaboration, and influencing (as applicable)
Preferred Qualifications:
Solid functional understanding of call center business processes, with in-depth knowledge of planning, scheduling, and analytical tools and applications
1.5 years’ experience in a call center workforce management environment
Experience in data visualization tools such as but not limited to Tableau, Google Sheets/Slides, etc.
No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
