WilmingtonDERecruiter Since 2001
the smart solution for Wilmington jobs

Sr. Process Manager, Workforce Management and Capacity Planning

Company: Capital One
Location: Wilmington
Posted on: October 12, 2019

Job Description:

802 Delaware Avenue (18052), United States of America, Wilmington, DelawareAt 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.Sr. Process Manager, Workforce Management and Capacity PlanningAs a Sr. Process Manager specializing in Workforce Management and capacity planning, you will apply your strategic skills to monitor, report and plan process improvements and redesign initiatives, as well as make recommendations on changes to staffing to plans business partners in the Retail Bank Contact Center. You'll team with world-class professionals to develop and test strategies that ultimately impact the bottom line. And you will do it all in a collaborative environment that values your insight, encourages you to take on new responsibility, promotes continuous learning, and rewards innovation -Specific responsibilities include, but are not limited to:

  • Understand the fundamentals of forecasting volumes and handle times and maintain these models so that future staffing requirements can be understood
  • Gain knowledge of business drivers through client partnership so that adjustments can be made to staffing models as variables in our staffing models change
  • Manage relationships with internal departments to understand their staffing and scheduling needs
  • Partner with external departments on business changes that will affect staffing and/or call routing strategies
  • Maintain short term and long term staffing models through a partnership with Finance to updating headcount projections
  • Have the ability to extract data from both our Workforce Management system and Amazon Connect Data (ACD) to establish day of week and time of day shrinkage patterns
  • Build customized models that explain the relationship between occupancy and service levels
  • Manage project plans so that resources are adequately allocated to support upcoming projects and deadlines are met
  • Demonstrate expert level skills in Excel/Google Sheets; specifically at manipulating large data sets
  • Extensive experience with call center metrics a plusBasic Qualifications:
    • High School Diploma, GED, or equivalent certificate
    • At least two years of experience in Business Process Management or Project Management or Relationship Management or Risk ManagementPreferred Qualifications:
      • Bachelor's Degree or Military Experience
      • Lean, Agile, Six Sigma, Business Process Management, or Project Management certificationAt this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Keywords: Capital One, Wilmington , Sr. Process Manager, Workforce Management and Capacity Planning, Executive , Wilmington, Delaware

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Statewide Director of Nursing
Description: Corizon Health is the pioneer provider of correctional healthcare in the United States. We are a company built on more than 40 years of innovation and expertise in the industry. Our people, our practices, (more...)
Company: Corizon Health
Location: Hanover
Posted on: 10/14/2019

Capture Manager
Description: Description Job Description:The Cyber and SIGINT Solutions CSS Operations within the Intelligence Group of Leidos is searching for a Capture Manager to focus on high value capture opportunities (more...)
Company: Leidos
Location: Columbia
Posted on: 10/14/2019

Assistant Restaurant Manager
Description: An Assistant Restaurant Manager oversees all Food and Beverage operations, including Restaurants, Bars, Caf eacute , Room Service, Conference and Banqueting and Kitchens to ensure high standards of quality (more...)
Company: Hilton Hotels and Resorts
Location: Baltimore
Posted on: 10/14/2019


Management Trainee Baltimore City
Description: If you re looking to start your career with a company that grows their managers and leaders from within the organization, then the Enterprise Management Training Program is for you. Whether you see yourself (more...)
Company: Enterprise Rent-A-Car
Location: Baltimore
Posted on: 10/14/2019

Shift Manager
Description: DescriptionWorking at Pizza Hut is about making hungry people happy. It's about being independent and having fun, making new friends and earning extra cash. If you're ready to take the next step in your (more...)
Company: Pizza Hut
Location: Fallston
Posted on: 10/14/2019

Area Sales Manager (COAF Sales) Annapolis/Laurel MD
Description: Laurel 1 17302 , United States of America, Laurel, MarylandAt Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard (more...)
Company: Capital One
Location: Spencerville
Posted on: 10/14/2019

Assistant Director IT & Business Intelligence
Description: Assistant Director IT Business Intelligence Requisition : 196736 br Location: Johns Hopkins Home Care Group, Baltimore, MD 21224 br Category: Information Technology br Work Shift: Day Shift (more...)
Company: Johns Hopkins Home Care Group
Location: Baltimore
Posted on: 10/14/2019

Senior Manager-Product Management
Description: GENERAL SUMMARY: The Senior Product Manager will be responsible for setting the strategic roadmap for new program introductions and for enhancements to existing programs for the vertical to ensure revenue (more...)
Company: Laureate Education
Location: Sandy Spring
Posted on: 10/14/2019

Epic Systems Development Manager
Description: Epic Systems Development Manager Inpatient Requisition : 188187 br Location: Johns Hopkins Hospital, Baltimore, MD 21201 br Category: Information Technology br Work Shift: Day Shift br Work (more...)
Company: The Johns Hopkins Hospital
Location: Baltimore
Posted on: 10/14/2019

Management Trainee Baltimore County
Description: If you re looking to start your career with a company that grows their managers and leaders from within the organization, then the Enterprise Management Training Program is for you. Whether you see yourself (more...)
Company: Enterprise Rent-A-Car
Location: Baltimore
Posted on: 10/14/2019

Log In or Create An Account

Get the latest Delaware jobs by following @recnetDE on Twitter!

Wilmington RSS job feeds