sr. process specialist (workforce Management)Capital One

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)
Sr. Process Specialist (Workforce Management)
JOB SUMMARY
To assist the Principal Process Specialist in managing the administration of Ops Desk units such as Real Time, Scheduling, and Management Information Systems (MIS) operations of all supported processes and/or Lines of Businesses (LOBs). To partner with the Operations department through accurate and efficient provision of operations metrics on management information (MI), staffing, and Real Time data.
MAJOR RESPONSIBILITIES:
1. Management Information
Partners with Operations to accurately and efficiently provide operations metrics on management information (MI), staffing and Real Time Adherence (RTA) requirements; Regularly communicates with Operations to ensure support on MI, staffing, and Real Time management support
Analyzes specific Operations departments' performance trends to identify performance gaps and recommend action plans on achieving quality, productivity, and customer service delivery levels
Acts as the point of contact (POC) to liaise with appropriate departments for business continuity, capacity planning, and staffing reporting.
2. Audit and Process Improvement
Leads the periodic review of processes and procedures with relevant stakeholders to identify opportunity areas for operational and financial effectiveness
Initiates the development and periodic review of the Operations Desk Standard Operations (SOP) Manual
Monitors Process Specialists' adherence to department guidelines, compliance regulations, policies and procedures by implementing the audit procedures
3. People Development
Monitors the Process Specialists' performance by providing regular feedback and coaching sessions to ensure the achievement of productivity, quality, efficiency, and customer satisfaction levels
Recommends hiring/firing, training, performance review, pay administration, and other people-related matters
Motivates Process Specialists to participate in Company events
Plans and to provide guidance on on-going business requirements
4. Administrative Responsibilities
Monitors the actual full-time equivalent (FTE) count vis-a-vis operational/budget FTE count on the respective LOB supported
Ensures documentation of business case to request for additional expenditure approval
5. May be assigned/rotated to other related sub-functions including but not limited to sub-functions within Operations
6. Other job-related duties that may be assigned from time to time
​
JOB SPECIFICATIONS/QUALIFICATIONS
Educational Background:
At least college level
Professional Experience:
1.5 years of relevant working experience in a call center environment
Skills Required:
Solid functional understanding of call center business processes, with in-depth knowledge of Avaya, Aspect, e-Work Force Management (eWFM), and Microsoft Office programs
Strong analytical skills for high-volume financial product and call center operations performance management data
Results orientation with a bias for action, versatility, and adaptability
People management skills, including team formation, collaboration, and influencing
ELIGIBILITY CRITERIA (for Internal Candidates):
Associate must have at least a "Strong" performance rating
Associate has been in his/her current role for a minimum of one year
Associate is not actively on any type of a performance improvement plan
Associate must not have any written warning corrective action and up in any stage of the application process
Open for Coordinator to Sr. Associate level
NOTES:
Completion of internal questionnaire is required to proceed
Attach your resume on Workday before submitting your application. You may also submit your resume directly to the Hiring Manager prior to your interview.
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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Capital One

Alabang, Muntinlupa City
Permanent
Full-time