As the Manager of the Workforce Experience Team, you will lead a group of data and reporting professionals. This team is responsible for delivering critical key performance indicators (KPIs), including supply, demand, real-time network, and application access monitoring to support Channels Operations. Success in this role requires a strong command of data coding languages and analytical tools such as Tableau and Quicksights. You will be expected to collaborate closely with Workforce Management functional teams, Channels Operations leaders, and other support groups to translate data into strategic, value-add insights that drive informed business decisions.
We are seeking a dedicated and disciplined process professional to join our horizontal process support team, which underpins a global contact center operation. This role requires the ability to effectively communicate and influence partners across the enterprise and at all organizational levels. Success hinges on strong analytical skills, meticulous attention to detail, and the agility to thrive in a dynamic environment. This individual must possess strong leadership and collaboration skills to successfully partner with, direct, and deliver work through others, ensuring the flawless execution of data and process improvement projects.
Partnerships & Stakeholder Management:
Engage and communicate across multiple LOBs and levels to provide visibility, insights, and recommendations on Channels & Workforce contact center data design; ability to influence key stakeholders and gain buy-in by providing clarity on key issues and options to solve.
Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth
Empower and Inspire a team of workforce professionals to Change Banking for Good
Core Responsibilities:
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 across the organization
Provide subject matter expertise on data ecosystems and insights supporting contact center processes when representing the Workforce department in Channels/Card programs & projects
Develop strategic ideas by leveraging technology to solve business challenges, including increased data & reporting simplicity and flexibility; leveraging data to enhance business outcomes for Workforce functional teams
Deliver oversight of Channels key network planning processes, and maintain a high bar for process excellence for both existing processes and strive toward new process improvements
Partner across a broad range of teammates and stakeholders to implement contact center changes; drive work and results through others with deep partnership and collaboration
Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. Foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results
Clear results orientation: display an intense focus on achieving both short and long term goals. Able to drive and execute an agenda in an always changing contact center environment
Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.
Basic Qualifications:
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
Preferred Qualifications:
Bachelor's Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems
At least 8 years of experience in Process Management or Data Analysis
At least 5 years of People Management experience
At least 10 years of experience in Contact Center Operations or Contact Center Management
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
McLean, VA: $126,700 - $144,600 for Manager, Process Management
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.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.