Manager, Process Management, Workforce Management(Hybrid)

As a Manager on our Workforce Experience Team, you will lead a talented group of Workforce professionals to provide supply, demand, and process recommendations for our Channels Operations partner teams. This includes in-depth engagement with Channels & Shared Services leaders, Workforce Management partners, and other horizontal support teams to provide key insights and recommendations on: * Engage and communicate across multiple LOBs and levels to provide visibility, insights, and process recommendations on contact center optimization* Ability to influence key stakeholders and gain buy-in by providing clarity on key problems to solve that bring value to the organization* 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:***** Assess, identify, and collaborate to solve contact center supply/demand issues affecting a large diverse network of work types from day zero up to two years in advance.* Support supply/demand views, scenario plans for Channels LOB, and key initiatives across the organization* Coordinate across Workforce, Operations, and Channels Strategy & Services teams to solve complex problems related to contact center planning and design; ability to partner with key stakeholders to implement changes and solutions* Provide subject matter expertise on demand & supply processes when representing the Workforce department in Channels/Card programs & projects* *Deliver oversight of key Workforce network planning processes, and maintain a high bar for process excellence for both existing processes and new process improvements** As a leader of our system administration team you will develop and lead strategic systematic ideas by leveraging technology to solve business challenges, including increased simplicity and flexibility* Identify and implement industry leading system best practices, and improvements to enhance overall operational effectiveness* Partner across a broad range of teammates and stakeholders to implement contact center changes; at times collaborating with Operations change & training teams when impacting our broad team lead and associate personas* Influence work and results through product & technical team with deep partnership and collaboration****Basic Qualifications:***** High School Diploma, GED or equivalent certification* At least 5 years of experience in roles within Workforce Management for a Contact Center environment* At least 5 years of experience in Process Management or Data Analysis* At least 3 years of People Management experience* At least 2 years of experience using Google Suite or Microsoft Office****Preferred Qualifications:***** Bachelor's Degree or military experience* 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 function* At least 5 years of experience with Calabrio, Aspect, Alvaria, Nice or other WFM industry standard products.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 . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level. #J-18808-Ljbffr Capital One