Sr. Process Specialist

Capital One Philippines Service Corp. (COPSSC)

Muntinlupa City, National Capital Region, Philippines
Hybrid
18 months call center operations experience
Capacity and footprint execution management
Schedule and absence management expertise
The role involves supervising a team to manage workforce administration functions including capacity planning, scheduling, and intraday operations

Job Summary

  • The role involves supervising a team to manage workforce administration functions including capacity planning, scheduling, and intraday operations.
  • Candidates will act as a subject matter expert to partner with operations teams for accurate staffing forecasts and strategic execution.
  • The position requires leading process improvements, managing compliance risks, and serving as an escalation point for senior leadership.

Matching Summary

The role involves supervising a team to manage workforce administration functions including capacity planning, scheduling, and intraday operations.

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
  • Stakeholder collaboration with onshore teams

Nice-to-have

  • Experience with Calabrio Teleopti tools
  • Data visualization skills in Tableau
  • Process improvement and optimization mindset
  • Team leadership and people development skills
  • Consultative approach to project delivery

Key Requirements

  • 18 months total call center operations experience
  • 1.5 years workforce management environment experience (preferred)
  • Strong analytical and critical thinking skills
  • People management and team formation capabilities

Work Rights

Not specified

Tailored Resume

Cover Letter