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Workforce Manager

Capital One


Location:
Richmond, VA
Date:
05/24/2017
Job Code:
capitalone2-R26127
Categories:
  • Customer Service/Call Center
  • Management
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Job Details

Company Capital One

Job Title: Workforce Manager

JobID: capitalone2-R26127

Location: Richmond, VA, 23261, USA

Description: Knolls 2 (12036), United States of America, Glen Allen, Virginia



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.



Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.



Workforce Manager



**Job Summary:**

The Capital One Power Up Innovation and Support Team is looking for a Workforce Management Analyst to support the applications used within our Service Desk Call Center. This includes scheduling, forecasting, and real-time monitoring.



**Essential Functions:**

-Develop a workforce management strategy for ~100 internal customer facing Associates to ensure a best-in-class customer experience across all phone, chat and email channels.



-Manage schedules including optimizing Associate off-phone activity (shift changes, PTO, OT, etc.)



-Proactive management of queues ensuring optimal service levels

-Real-time monitor Associate adherence

-Support call center applications and tools including Workforce Management

-Analyze call center procedures and processes, and make recommendations for improvement

--Attentive to subtle changes in queues which may require troubleshooting or analysis on drivers of volumes

-Assist in creation and distribution of relevant Customer Service policies and procedures

-Maintain effective relationships with outside departments through clear communications

-Provide daily, monthly, and on-demand reporting



**Basic Qualifications**

- High school diploma, GED/equivalent certification or military experience

- At least 1 year of Microsoft Office experience



**Preferred Qualifications**

- Bachelor’s degree



- 2+ years of customer service experience

- 2+ years of workforce management experience

- Business analysis, communication and documentation skills



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



At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               


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