Workforce Management Forecast Specialist
Research InnovationsSalary not specified
Process Specialist, WF-COE at Capital One
Muntinlupa, National Capital Region, Philippines
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Services, BankingIndustries
Requirements
- At least College level or equivalent work experience
- 1.5 years of relevant working experience in a call center environment
- Strong planning and organizing skills, collaborating and monitoring information skills
- Strong analytical skills for forecasting and scheduling data
- Results orientation with a bias for action, versatility, and adaptability
Responsibilities
- Partners with supported LOB Operations leaders and WF Short Term Planners (STP) of Cards, Retail and other partner LOBs onshore in ensuring staffing requirements are met
- Conducts regular reviews of pre-planned off-phone activities, LOB schedule containers, PTO Budget, and supports the execution of agent mobility
- Ensures all off-phone requests are coordinated with, and approved by WF planners, and that processing lead time of the concerned groups (ie. Planning, Reporting, Scheduling execution) are followed
- Acts as consultant for any WF scheduling needs that has impact to staffing
- Ensures readiness of agent’s shift schedules in scheduling tool
- Attends staffing meetings with the LOB POC and STP
- Supports the implementation of various site wide initiatives, associate’s schedule flexibility options through flawless execution of WF deliverables
- Inspects and identifies breakdown in process, files and/or database and recommends solutions and potential enhancements to Sr Process Specialist and Operations/Horizontal/Functional stakeholders
- Advances self and team knowledge of access and/or workforce management tools, software, and databases by keeping abreast on new enhancements, and up-skilling through training opportunities
- Monitors and/or operates access and/or workforce management applications to ensure call center operations’ service levels are maintained
- Creates and maintains required process documentation
- May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Operations
- Other job-related duties that may be assigned from time to time
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the location for this Process Specialist role?
The position is based in Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila).
What is the salary or compensation for this position?
This information is not specified in the job description.
What are the basic qualifications for this role?
Candidates need at least College level or equivalent work experience, 1.5 years of relevant working experience in a call center environment, strong planning and organizing skills, collaborating and monitoring information skills, strong analytical skills for forecasting and scheduling data, and results orientation with a bias for action, versatility, and adaptability.
What preferred skills or experience are highlighted for this position?
Preferred qualifications include knowledge of Call Center Operations, basics of Workforce Management and Workforce Tools, 1.5 years experience in a call center workforce environment preferably with forecasting and scheduling experience, proficiency in Google Suite or Microsoft Office with strong Google Sheets/MS Excel skills, and at least 1 year of experience in a software development, testing.
What kind of experience makes a strong candidate for this Process Specialist role?
Strong candidates will have 1.5+ years in call center workforce management, preferably with forecasting and scheduling, proficiency in Google Sheets or MS Excel, and knowledge of workforce tools, along with analytical and planning skills demonstrated in a call center environment.
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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