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Capital One · 2 months ago

Work From Home, Principal Associate Process Manager- Capacity Planning

United States

Full-time

Remote

Mid, Senior Level

$93K/yr - $107K/yr

5+ years exp

Capital One is a financial services company, and they are seeking a Principal Associate on their Workforce Experience Team. This role involves providing supply, demand, and real-time network response recommendations for Channels Operations partner teams, ensuring operational excellence and driving success at scale.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

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 Capacity Planning and real time contact center processes when representing the Workforce department in Channels/Card programs & projects

Coordinate a real time suite of services to triage in the moment events, lead a command center model for incident management, define lever thresholds, and communicate real time results on a daily basis

Leverage real-time data to enhance intra-day insights and communication strategy and optimization of intra-day support

Develop strategic ideas by leveraging technology to solve business challenges, including increased simplicity and flexibility

Identify and implement best practices, standard operating procedures (SOPs), and process improvements to enhance overall operational effectiveness

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

Qualification

Workforce ManagementProcess ManagementData AnalysisCapacity PlanningStakeholder ManagementGoogle SuiteMicrosoft OfficePeople ManagementAnalytical SkillsCommunication

Required

High School Diploma, GED or Equivalent Certification

At least 3 years of Workforce Management, Operations, or Horizontal Strategy experience in a Contact Center environment

At least 3 years of experience in Process Management or Data Analysis

At least 2 years of experience using Google Suite or Microsoft Office

Preferred

Associates Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science, Information Systems, or military experience

At least 3 years of People Management experience

At least 3 years of experience with Stakeholder Management

At least 4 years in Workforce Management

At least 5 years of experience in Process Management or Data Analysis

At least 5 years of experience in Contact Center Operations or Contact Center Management