Sr. Process Specialist, Workforce Management Skilling and Access Support

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:

• Capacity and Footprint Execution
  
  • Accurately create and maintain reports that provide insights into staffing forecast and layered role needs
  • Collaborate with onshore and local stakeholders e.g Capacity Planners, Recruitment, L&D, Operations, etc. to ensure timely delivery of staffing requirements
  • Acts as a subject matter expert in footprint related consults and consider the big picture and impact to overall capacity outlook

• Schedule and Absence Management
  
  • Collaborate within Workforce, Operations and Functional teams in delivering business strategies that impact associate schedules (i.e. associate information update, absence and off-phone activity updates)
  • Provide support in managing associate schedules and off-phone activities in Calabrio Teleopti
  • Partake in company-wide initiatives and offer guidance based on availability and work requirements

• Access Delivery and Governance
  
  • Manage workload distribution, prioritization and issue escalation to ensure agent readiness via telephony and access availability
  • Provide access consultation, feasibility and assessment to enable varying intents including but not limited to workforce optimization intents, system modernization, enabling a hybrid work setup and work migration activities
• Intraday Management
  
  • Able to perform baseline Mission Control work and rotate between real-time monitoring and incident management as needed
  • Provide SME support and provide real-time decisions on escalations by the teams on shift; Approve and enact high impact levers as needed
  • Act as an escalation point, liaison, and communication medium to senior leadership for situations happening in real-time
  • Navigate interactions with different stakeholders across the enterprise to move a process forward, identify potential risks, and arrive at a solution
  • Serve as a process owner for any intent, workflow and governance changes that need to be pursued or implemented

• People Development. Provides sub-functional leadership to Workforce Management functions, including recommendations for hiring, coaching, mentoring, development and talent management

• Management Information. Acts as the point of contact (POC) to liaise with appropriate departments for business continuity, capacity planning, and staffing reporting

• 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

• Ambassador of Culture and Values. Upholding the company's mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change.

• Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery

• Organizational Collaboration.
  
  • Maintains strong and collaborative partnerships across the organization, including Operations, Risk Office, Reporting, Strategy and Horizontal/Functional Teams to positively influence service delivery and customer satisfaction
  • Represents Workforce Management in different project meetings (local and domestic) through providing a consultative approach to ensure a well managed delivery

• 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)

• May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Workforce Management

• Other job-related duties that may be assigned from time to time

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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