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Operations Team Lead Skilling and Access Support

2 weeks ago

Manila, National Capital Region, Philippines Capital One Philippines Support Services Corp. Full time
Main Responsibilities

The ideal candidate will be responsible for supervising a team or managing assigned sub-functions, including:

  • Capacity and Footprint Execution: Create and maintain reports that provide insights into staffing forecast and layered role needs; Collaborate with onshore and local stakeholders to ensure timely delivery of staffing requirements.
  • Schedule and Absence Management: Collaborate within Workforce, Operations and Functional teams in delivering business strategies that impact associate schedules; Provide support in managing associate schedules and off-phone activities in Calabrio Teleopti.
  • Access Delivery and Governance: Manage workload distribution, prioritization and issue escalation to ensure agent readiness via telephony and access availability; Provide access consultation, feasibility and assessment to enable varying intents.
  • Intraday Management: Perform baseline Mission Control work and rotate between real-time monitoring and incident management as needed; Provide SME support and provide real-time decisions on escalations by the teams on shift.