Sr. Staffing Analyst

West Creek 1 (12071), United States of America, Richmond, Virginia

At 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. Staffing Analyst

This exciting opportunity is with the US Card Workforce Management (WFM) team, which supports a large call center network by providing staffing planning and analysis to optimize customer experience, agent flexibility and efficient economics. This role will be a blend of Problem-solving/Analytics, Process Management, and Relationship Management, with results driven as an individual performer. You will leverage data and graphs to 'tell the story' behind recommendations, proposed solutions, and process improvements for multiple audiences: WFM leaders, internal customers, and third party suppliers. Through well-executed processes and trend analysis, you will develop and deliver meaningful insights and recommendations to key business partners within our contact centers.

Key Responsibilities:

-Deliver staffing recommendations using service level targets to care for the customer experience and budgetary commitments

-Monitor data trends to measure effectiveness and drive improvements

-Build and execute well-managed, smart processes within the Workforce team who supports 16,000 agents worldwide, incorporating brand-new scheduling software - Teleopti

-Develop creative recommendations to solve business challenges, including increased simplicity and flexibility.

-Partner with Operations clients, Business Analysts, HR, Tech, and Training to create, communicate and execute improvements for our contact centers.

-Extensive interaction with third party suppliers - communicating requirements to suppliers, leading them through change, reporting concerns to leaders outside of WFM, etc.

-Communication through several mediums is vital to the role: phone conferencing with customers/suppliers, storytelling with PowerPoint (slides to present & slides that stand on their own), and of course effective emails

Basic Qualifications:

  • High School Diploma, GED or equivalent certification or Military experience
  • At least 2 years of experience in Process management
  • Excel and PowerPoint Proficiency

Preferred Qualifications
  • Bachelor's Degree
  • At least 3 years of experience in Process Management
  • At least 2 years of experience in Analytics or Trend identification
  • At least 2 years of experience in Call Center Operations

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

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