Manager, Process Management, Workforce Management - Hybrid

Manager, Process Management, Workforce Management - Hybrid

As the Manager of the Workforce Experience Team, you will lead a group of data and reporting professionals. This team is responsible for delivering critical key performance indicators (KPIs), including supply, demand, real-time network, and application access monitoring to support Channels Operations. Success in this role requires a strong command of data coding languages and analytical tools such as Tableau and Quicksights. You will be expected to collaborate closely with Workforce Management functional teams, Channels Operations leaders, and other support groups to translate data into strategic, value-add insights that drive informed business decisions.

We are seeking a dedicated and disciplined process professional to join our horizontal process support team, which underpins a global contact center operation. This role requires the ability to effectively communicate and influence partners across the enterprise and at all organizational levels. Success hinges on strong analytical skills, meticulous attention to detail, and the agility to thrive in a dynamic environment. This individual must possess strong leadership and collaboration skills to successfully partner with, direct, and deliver work through others, ensuring the flawless execution of data and process improvement projects.

Partnerships & Stakeholder Management :

• Engage and communicate across multiple LOBs and levels to provide visibility, insights, and recommendations on Channels & Workforce contact center data design; ability to influence key stakeholders and gain buy-in by providing clarity on key issues and options to solve.
• Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth
• Empower and Inspire a team of workforce professionals to Change Banking for Good

Core Responsibilities :

Location : This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications :

Preferred Qualifications :

McLean, VA : $126,700 - $144,600 for Manager, Process Management

Richmond, VA : $115,200 - $131,500 for Manager, Process Management

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and / or long term incentives (LTI). Incentives could be discretionary or non-discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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 RecruitingAccommodation@capitalone.com. 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 to Careers@capitalone.com.

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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).