Sr. Process Specialist, Workforce Management Skilling and Access Support

4 hours ago

Muntinlupa, Philippines Capital One Full time

* 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* 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* 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* 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)* 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.#J-18808-Ljbffr

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