• Sr. Process Manager , Workforce Management and Capacity Planning Jobs in United States Of America - 25671131

  • United States Of America, Usa
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

At Capital One, were building a leading information-based technology company Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking We measure our efforts by the success our customers enjoy and the advocacy they exhibit We are succeeding because they are succeeding

Guided by our shared values, we thrive in an environment where collaboration and openness are valued We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results We elevate each other and obsess about doing the right thing Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams Together, we are on a quest to change banking for good

Sr Process Manager, Workforce Management and Capacity Planning

As a Sr Process Manager specializing in Workforce Management and capacity planning, you will apply your strategic skills to monitor, report and plan process improvements and redesign initiatives, as well as make recommendations on changes to staffing to plans business partners in the Retail Bank Contact Center Youll team with world-class professionals to develop and test strategies that ultimately impact the bottom line And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation

Specific responsibilities include, but are not limited to

Understand the fundamentals of forecasting volumes and handle times and maintain these models so that future staffing requirements can be understood

Gain knowledge of business drivers through client partnership so that adjustments can be made to staffing models as variables in our staffing models change

Manage relationships with internal departments to understand their staffing and scheduling needs

Partner with external departments on business changes that will affect staffing and/or call routing strategies

Maintain short term and long term staffing models through a partnership with Finance to updating headcount projections

Have the ability to extract data from both our Workforce Management system and Amazon Connect Data (ACD) to establish day of week and time of day shrinkage patterns

Build customized models that explain the relationship between occupancy and service levels

Manage project plans so that resources are adequately allocated to support upcoming projects and deadlines are met

Demonstrate expert level skills in Excel/Google Sheets; specifically at manipulating large data sets

Extensive experience with call center metrics a plus

Basic Qualifications

High School Diploma, GED, or equivalent certificate

At least two years of experience in Business Process Management or Project Management or Relationship Management or Risk Management

Preferred Qualifications

Bachelors Degree or Military Experience

Lean, Agile, Six Sigma, Business Process Management, or Project Management certification

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

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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 Citys Fair Chance Act; Philadelphias Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries

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 RecruitingAccommodationcapitalonecom All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations

For technical support or questions about Capital Ones recruiting process, please send an email to Careerscapitalonecom

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site

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)

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Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Others - other Industry
Functional Area : Accounting/Tax/Company Secretary/Audit
Role : Other Accounting
Salary : As per Industry Standards
Deadline : 15th Jul 2020

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