Senior Workforce Management Professional
HumanaSalary not specified
Full Time
Senior (5 to 8 years)
Manager, Process Management, Workforce Management - Hybrid at Capital One
Richmond, Virginia, United States
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Services, Banking, Contact CenterIndustries
Requirements
- High school diploma, GED or equivalent certification
- At least 3 years of experience in Workforce Management or Contact Center environment
- At least 5 years of experience in Process Management or Data Analysis
- At least 3 years of People Management experience
- Strong command of data coding languages and analytical tools such as Tableau and Quicksights
- Strong analytical skills and meticulous attention to detail
- Strong leadership and collaboration skills
- Ability to effectively communicate and influence partners across the enterprise and at all organizational levels
- Agility to thrive in a dynamic environment
- (Preferred) Bachelor's Degree in Business Management, Process Management
Responsibilities
- Lead a group of data and reporting professionals delivering critical KPIs (supply, demand, real-time network, application access monitoring) to support Channels Operations
- Collaborate with Workforce Management functional teams, Channels Operations leaders, and other support groups to translate data into strategic insights driving business decisions
- Engage and communicate across multiple LOBs and levels to provide visibility, insights, and recommendations on Channels & Workforce contact center data design; influence key stakeholders
- Foster a collaborative and inclusive work environment encouraging creativity, innovation, and professional growth
- Empower and inspire a team of workforce professionals
- Manage and sequence delivery of reporting intent, build data requirements, and execute against the Workforce reporting strategy
- Oversee multiple projects and programs concurrently
- Support multiple types of data environments including supply/demand views, scenario plans for Channels LOB, and key initiatives
- Provide subject matter expertise on data ecosystems and insights supporting contact center processes in programs & projects
- Develop strategic ideas leveraging technology to solve business challenges, including data & reporting simplicity/flexibility and enhancing outcomes
- Deliver oversight of Channels key network planning processes and maintain process excellence for existing and new processes
- Partner across teammates and stakeholders to implement contact center changes; drive work and results through others
- Build and leverage capabilities of a high-performing team and business partners; foster innovation, drive decisions, hold partners accountable, and deliver results
- Display results orientation focused on short- and long-term goals in a changing contact center environment
Skills
Tableau
Quicksights
data coding
KPIs
data analysis
process improvement
stakeholder management
leadership
collaboration
Capital One
Offers diverse financial products and services
About Capital One
Capital One provides a variety of financial services aimed at making banking accessible and easy for everyone. The company offers products such as credit cards, savings accounts, car loans, and business checking accounts, catering to both individual consumers and small businesses primarily in the United States. Capital One's approach includes user-friendly banking solutions with no fees or minimums for checking accounts, allowing customers to manage their finances more effectively. They generate revenue through interest on loans, credit card fees, and investment banking services. What sets Capital One apart from its competitors is its strong commitment to financial inclusion and literacy, demonstrated through community partnerships and educational initiatives, such as collaborations with Khan Academy. The company's goal is to create a more inclusive financial system and empower customers with the knowledge and tools they need to make informed financial decisions.
McLean, VirginiaHeadquarters
2014Year Founded
$15.9MTotal Funding
IPOCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Medical, Dental, & Vision coverage
Onsite Health Centers
Prescription saving with network of local pharmacies
Stock Purchase Plan
Education Assistance
401(k)
Flexible Spending Accounts
Life and Disability insurance
Generous paid time off + corporate & floating holidays
Registered dieticians on site, cooking classes and free virtual fitness classes
Employee Assistance Program
Risks
Increased competition in subscription management tools may dilute Capital One's advantage.
Over-reliance on partnerships could expose Capital One to technological risks.
Departure of key personnel like Joe Rodriguez may affect risk management continuity.
Differentiation
Capital One offers user-friendly banking with no fees or minimums for checking accounts.
The company partners with Khan Academy to provide financial literacy education.
Capital One is the first major U.S. bank to offer subscription management tools.
Upsides
Capital One's mobile app is a model for secure, user-friendly digital banking.
Data sharing with Worldpay enhances payment security and fraud prevention.
Partnerships with fintechs like Minna Technologies improve customer experience.
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