- Work Set up: WFH
Work Schedule: Mon - Fri, 7:00PM - 4:00AM MNL / 5:00PM - 2:00AM MNL, Must be willing to work during holidays depending on the business need - Requisition open under local terms
- Candidate must have appropriate paperwork to work in the Philippines
- Completion of internal questionnaire is required to proceed
- Don't forget to upload your resume in Workday before submitting your application. Incomplete application may delay in processing
● Administrative responsibilities
○ Monitors call traffic and staffing levels accurately to ensure call center operations’ service levels are maintained
○ Acts as a point person between Operations and Access Support for any access needs/requests related to LOB specific applications
● Management Information
○ Generates timely and accurate reports on LOB staffing, real time call performance and service levels
● Audit and Process Improvement
○ Monitors CMS / Real-time Adherence (RTA) for call-in queue, agent activities, excessive talk time, agents in aux work or post-work status
○ Advances self and team knowledge of work force management tools, software, and databases by keeping abreast on new enhancements and up-skilling through training opportunities; Participates in requirement sessions for new databases and testing
○ Identifies potentiation enhancements to current report templates and recommends opportunity areas for improved reporting to the Sr. Process Specialist/ Principal Process Specialist and Operations teams
○ Identifies opportunity areas and implement strategies to improve process and customer service delivery
○ Implements policies and identifies opportunity areas for sub-function efficiency
● May be assigned / rotated across related sub-functions including but not limited to sub-functions within Operations
- Associate must have a recent rating of at least a “Strong” or above
- Associate’s current time in position, as noted on Workday is greater than or equal to 6 months
- Associate is not actively on any type of a Performance Improvement Plan (PIP)
- Associate must not have any written warning corrective action and up in any stage of the application process
- Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting
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 RecruitingAccommodation@capitalone.com. 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 One's recruiting process, please send an email to Careers@capitalone.com
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).
Who We Are
At Capital One, we’re 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.