Sr. Process Specialist

Capital One View all jobs

  • Manila City, Metro Manila Muntinlupa City, Metro Manila
  • Permanent
  • Full-time
  • 2 days ago
Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Sr. Process SpecialistSummary: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 processTo 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 performanceGeneral Responsibilities:Supervises a team or manages assigned sub-function, including but not limited to:Capacity and Footprint ExecutionAccurately create and maintain reports that provide insights into staffing forecast and layered role needsCollaborate with onshore and local stakeholders e.g Capacity Planners, Recruitment, L&D, Operations, etc. to ensure timely delivery of staffing requirementsActs as a subject matter expert in footprint related consults and consider the big picture and impact to overall capacity outlookSchedule and Absence ManagementCollaborate 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 TeleoptiPartake in company-wide initiatives and offer guidance based on availability and work requirementsAccess Delivery and GovernanceManage workload distribution, prioritization and issue escalation to ensure agent readiness via telephony and access availabilityProvide access consultation, feasibility and assessment to enable varying intents including but not limited to workforce optimization intents, system modernization, enabling a hybrid work setup and work migration activitiesIntraday ManagementAble to perform baseline Mission Control work and rotate between real-time monitoring and incident management as neededProvide SME support and provide real-time decisions on escalations by the teams on shift; Approve and enact high impact levers as neededAct as an escalation point, liaison, and communication medium to senior leadership for situations happening in real-timeNavigate interactions with different stakeholders across the enterprise to move a process forward, identify potential risks, and arrive at a solutionServe as a process owner for any intent, workflow and governance changes that need to be pursued or implementedPeople Development. Provides sub-functional leadership to Workforce Management functions, including recommendations for hiring, coaching, mentoring, development and talent managementManagement Information. Acts as the point of contact (POC) to liaise with appropriate departments for business continuity, capacity planning, and staffing reportingRisk ManagementLeads the periodic review and update of processes, procedure, and relevant documentation with stakeholders to identify opportunity areas for operational and financial effectivenessMonitors team adherence to department guidelines, compliance regulations, policies and procedures by implementing audit procedures; Ensures compliance with all applicable laws and regulations and escalate/mitigate as necessaryAmbassador of Culture and Values. Upholding the company's mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change.Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service deliveryOrganizational Collaboration.Maintains strong and collaborative partnerships across the organization, including Operations, Risk Office, Reporting, Strategy and Horizontal/Functional Teams to positively influence service delivery and customer satisfactionRepresents Workforce Management in different project meetings (local and domestic) through providing a consultative approach to ensure a well managed deliveryOperational Routines. Delivers administrative tasks such as but not limited to approval of time records, volume projection, capacity planning and scheduling, associate movements, etc. Inspects data accuracy on team reporting (i.e. DID, HR roster, etc)May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Workforce ManagementOther job-related duties that may be assigned from time to timeBasic Qualifications:Total of 18 months of experience in a call center operations environmentKnowledge of call center business processesStrong analytical skills and has the ability to analyze data impact for large Queues and call center operations performance management dataResults orientation with an emphasis for action, versatility, and adaptabilityCritical thinking and problem solving skillsStrong communication skillsManagement mindset with sound judgmentAbility to self-drive and work effectively with othersPeople management skills, including team formation, collaboration, and influencing (as applicable)Preferred Qualifications:Solid functional understanding of call center business processes, with in-depth knowledge of planning, scheduling, and analytical tools and applications1.5 years' experience in a call center workforce management environmentExperience in data visualization tools such as but not limited to Tableau, Google Sheets/Slides, etc.Eligibility Criteria for IJP:
  • Open to Associate level and up only
  • Associate must have a recent rating of at least a “Strong” or above
  • Associate's current time in position, as noted on Workday is greater than or equal to 6 months
  • Associate is not actively on any type of a Performance Improvement Plan (PIP)
  • Associate must not have any written warning corrective action and up in any stage of the application process
  • Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting
  • For advancements requiring skip level promotions (promotions entailing advancement that's more than 1 level), approvals from the Head of HR, Releasing / Receiving LOB Director, and LOB VP must be secured
NOTES:
  • Open to Associates and up only
  • Requisition open under local terms
  • Candidate must have appropriate paperwork to work in the Philippines
  • Completion of internal questionnaire is required to proceed
  • Don't forget to upload your resume in Workday before submitting your application. Incomplete application may delay in processing
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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 toCapital 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).

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