Locations: VA - Richmond, United States of America, Richmond, Virginia

Manager, Process Management, Capacity Planning / Workforce Management (Hybrid)

As a manager on our Workforce Experience Capacity Planning Team, you will support long-term capacity planning and surrounding workforce processes to provide supply and demand recommendations for our Channels Operations partner teams. This includes in-depth engagement with Channels Operations leaders, Workforce Management partners, and other horizontal support teams to provide key insights and recommendations on future project impacts, staffing outlooks, and agent group approaches.

We are seeking a dedicated, disciplined, process professional who can excel in a horizontal process support team supporting a global contact center operation. This individual must be able to effectively communicate and influence partners across the enterprise and across multiple levels of the organization. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic environment are essential to succeeding in this role. This role requires strong leadership skills to collaborate, partner, and deliver work through others while delivering flawless execution of process improvement projects.

Join our team as a Manager of Channels Capacity Planning and take on a pivotal role in shaping our strategy, ensuring operational excellence, and driving success at scale. If you have the required expertise, and are passionate about working across a broad set of stakeholders to solve complex operational challenges, we invite you to apply and be part of our exciting journey.

Partnerships & Stakeholder Management:

• Engage and communicate across multiple LOBs and levels to provide visibility, insights, and recommendations on Channels contact center network approaches and agent group 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

Core Responsibilities:

• Assess, identify, and collaborate to solve contact center supply/demand issues affecting a Channels capacity planning project or LOB outlook

• 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 contact center processes when representing the department in Channels/Card programs & projects

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

• Deliver oversight of Channels capacity planning processes, and maintain a high bar for process excellence for existing processes and 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

Travel as needed to other company locations. Travel requirements will be determined by business need.

Location: This role is hybrid, where you will be expected to spend about half of your working time in the office and half working virtually.

Basic Qualifications:

• High school diploma, GED or equivalent certification

• At least 3 years of experience in Process Management or Project Management

• At least 3 years of People Management experience

• At least 5 years of experience in contact center operations Or workforce management

Preferred Qualifications:

• Bachelor's Degree or 10 years equivalent experience

• At least 4 years of experience in Process Management or Project Management

• At least 4 years of People Management experience

• At least 6 years of experience in contact center operations

• At least 6 years in workforce management, with familiarity in using workforce management specific systems such as Calabrio, Aspect, Alvaria, Nice or other WFM industry standard products.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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 (https://www.capitalonecareers.com/benefits) . 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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.

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