Workforce Management Forecast Specialist
Research InnovationsSalary not specified
Sr. Process Specialist, Workforce Management Skilling and Access Support at Capital One
Muntinlupa, National Capital Region, Philippines
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial ServicesIndustries
Requirements
- Expertise in Workforce Management functions including Capacity and Footprint Execution, Schedule and Absence Management, Access Delivery and Governance, and Intraday Management
- Experience supervising a team or managing a sub-function
- Proficiency in tools like Calabrio Teleopti for schedule and off-phone activity management
- Ability to perform real-time monitoring, incident management, and Mission Control work
- Strong collaboration skills with onshore/local stakeholders (e.g., Capacity Planners, Recruitment, L&D, Operations)
- Leadership in people development, including hiring, coaching, mentoring, and talent management recommendations
- Knowledge of risk management, compliance, audit procedures, and process reviews
- Skills in process improvement, organizational collaboration, and acting as a subject matter expert (SME)
Responsibilities
- Supervise a team or manage assigned sub-function in Workforce Management (Capacity and Footprint Execution, Schedule and Absence Management, Access Delivery and Governance, Intraday Management)
- Accurately create and maintain reports on staffing forecasts and layered role needs
- Collaborate with stakeholders to ensure timely delivery of staffing requirements and deliver business strategies impacting associate schedules
- Provide support in managing associate schedules and off-phone activities in Calabrio Teleopti
- Manage workload distribution, prioritization, issue escalation, and agent readiness via telephony and access
- Offer access consultation, feasibility assessments for workforce optimization, system modernization, hybrid work, and migrations
- Perform baseline Mission Control work, real-time monitoring, incident management, SME support, and high-impact decisions
- Act as escalation point, liaison to senior leadership, and process owner for workflow/governance changes
- Provide sub-functional leadership for people development, hiring, coaching, mentoring, and talent management
- Liaise with departments for business continuity, capacity planning, and staffing reporting
- Lead periodic review/update of processes, procedures, documentation; monitor adherence to guidelines, compliance, and regulations
- Uphold company culture/values, advocate for customers/teams, identify process improvements, and maintain organizational partnerships
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
Is this position remote or does it require office work?
This information is not specified in the job description.
What is the salary or compensation for this role?
This information is not specified in the job description.
What key skills and responsibilities are required for this Sr. Process Specialist role?
Key responsibilities include supervising teams in Capacity and Footprint Execution, Schedule and Absence Management using Calabrio Teleopti, Access Delivery and Governance, Intraday Management, and providing people development and management information support. Expertise in workforce management functions, collaboration with stakeholders, real-time decision-making, and process ownership is essential.
What does the team structure look like for this position?
The role involves supervising a team or managing an assigned sub-function within Workforce Management, including leadership in hiring, coaching, mentoring, development, and talent management.
What makes a strong candidate for this Sr. Process Specialist position?
Strong candidates should have expertise as a subject matter expert in workforce management, experience supervising teams, skills in stakeholder collaboration across onshore and local teams, and the ability to provide real-time decisions and process ownership.
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.
Related Jobs
RemoteRemoteSenior Process Improvement Professional
HumanaSalary not specified
Full Time
Mid-level (3 to 4 years)
RemoteAnalyst, Operations
AnteriadSalary not specified
- Part Time
- Entry Level & New Grad
RemoteSenior Manager, Workforce Strategy - RTA and Innovation
DoorDashSalary not specified
- Full Time
- Senior (5 to 8 years)
RemoteResource & Scheduling Specialist
BrightseedSalary not specified
RemoteBusiness Process Analyst
Addepar$115,000 - $180,000/year
- Full Time
- Mid-level (3 to 4 years)
RemoteTitle Insurance Workflow Administrator
Old Republic InternationalSalary not specified
- Full Time
- Mid-level (3 to 4 years)
RemoteSenior Technical Operations Treasury Specialist
MercurySalary not specified