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Capital One is seeking a Senior Process Specialist in Alabang, Philippines, to manage Workforce Management functions, including capacity execution, schedule management, and process improvements. The role involves supervising teams, collaborating with stakeholders, and enhancing operational effectiveness while fostering a culture of excellence.
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Job Summary
The role involves supervising a team to manage Workforce Functions including capacity execution, scheduling, and intraday management.
Candidates must act as a subject matter expert to collaborate with stakeholders on staffing forecasts and operational strategies.
The position requires leading periodic reviews of processes to ensure compliance with regulations and drive operational effectiveness.
Matching Summary
Match Score: 75
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Capital One is seeking a Senior Process Specialist in Alabang, Philippines, to manage Workforce Management functions, including capacity execution, schedule management, and process improvements. The role involves supervising teams, collaborating with stakeholders, and enhancing operational effectiveness while fostering a culture of excellence.
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Skills & Requirements
Must-have
18 months call center operations experience
Capacity and Footprint Execution management
Schedule and Absence Management expertise
Intraday Management and real-time monitoring
Access Delivery and Governance oversight
Nice-to-have
Data visualization tools like Tableau
Strong analytical skills for large queues
Experience with Calabrio Teleopti system
Ability to lead team development initiatives
Consultative approach to process improvements
Key Requirements
18 months call center operations experience
Must be an Associate level or higher employee
Recent rating of Strong or above required
Minimum 6 months time in current position
No active Performance Improvement Plan (PIP)
Appropriate paperwork to work in the Philippines
Work Rights
Must have appropriate paperwork to work in the Philippines