Workforce Manager
Capital One · Muntinlupa
Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Workforce ManagerSummary:
To strategize for Workforce Management (WFM) supporting Workforce Canada, driving operational efficiency through short-term and long-term Forecasting, Budgeting, Capacity Planning, Access Support, and Reporting and Data Management. To implement WFM policies and identify strategic opportunity areas to ensure optimal staffing, workload distribution, and overall operational efficiency. To be responsible for the strategic management of a team of WFM managers and professionals, while maintaining strong cross-functional partnerships across the organization to further department and business goals.
General Responsibilities:
Strategic planning: Develops and implements an annual plan for Workforce Management, including workforce budgeting, capacity planning, and long-term forecasting to ensure operational alignment with business objectives and corporate standards.
Operational performance: Provides periodic performance and staffing data to the leadership team by analyzing daily, weekly, and monthly workforce trends; inspects data accuracy on team reporting (e.g., volume forecasts, shrinkage, capacity models, DID, and HR roster) to optimize staffing against call/contact demand through robust Reporting and Data Management.
Process improvement: Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations; identifies opportunity areas in forecasting models, scheduling efficiency, access management, and capacity planning to implement strategies in collaboration with stakeholders to improve process efficiency and service delivery.
People development: Provides leadership to a team of WFM managers/professionals, including hiring/termination, approval of time records, schedule adherence, deployment, mentoring, performance reviews, pay recommendations, administrative decisions, and providing operational Access Support.
Organizational collaboration: Maintains strong and collaborative partnerships across the organization (including HR, Operations, Finance, CRE, and Canadian leadership teams) to positively influence workforce availability, service delivery, and customer satisfaction.
May be assigned / rotated across other related functions including but not limited to:
- Back Office Processing: Strategizes for team handling inbound calls to manage and resolve credit bureau scores disputes and correspondences.
- Collections: Strategizes for team handling inbound and outbound calls to manage and resolve delinquent accounts.
- Fraud / Disputes: Strategizes for team handling inbound and outbound calls to identify, investigate and resolve dispute and fraudulent activities.
- Ops Desk: Strategizes for team handling workforce and schedule management.
- Servicing: Strategizes for team handling inbound calls to manage and resolve credit card concerns.
- Training: Strategizes for team planning, delivering, and evaluating technical training requirements.
Other job-related duties that may be assigned from time to time.
Basic Qualifications:
- College graduate
- 2+ years of experience in Workforce Management (specifically focused on Forecasting, Capacity Planning, or Budgeting/Resource Planning)
- 2+ years of experience in a Management / Managerial capacity leading teams
- 5 years of working experience in a call center/contact center operations or WFM environment
- Amenable to work in a hybrid set up
- Amenable to work in a night shift schedule
Skills Required:
- Solid functional understanding of call center workforce management principles, forecasting methodologies, and capacity planning models.
- Strong analytical and quantitative skills for data-driven decision-making, reporting/data management, and budget management.
- Results orientation with a bias for action, versatility, and adaptability in a fast-paced environment.
- Strong people management skills, including team formation, coaching, collaboration, and stakeholder influence.
- Proficiency in Excel or Sheets and relevant WFM platforms/tools.
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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).