Workforce Management Planning Analyst

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,

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.

Workforce Management Planning Analyst

Major Duties & Responsibilities
1. Forecasting and Capacity Planning:
Develop and maintain a detailed Medium and Long term capacity plan that incorporates all resourcing inputs (shrink, workload, attrition, hiring plans, planned FTE)

Provide Short term forecasting at the interval level with and without the use of WFM tools
Provide detailed analysis to business partners on attrition trends and hiring plans for internal portfolios

Monthly Governance Meetings with all stakeholders on run rates, risks to plan and recommendations to mitigate
Assist in the budget planning process on resourcing requirements, footprint by site, cost efficiency on future state

Provide 3rd party vendor details on planning and staffing expectations, ensuring contractual obligations are balanced with KPI's.

2. Analytical Abilities:

Track drivers on workload gap between forecast and actuals volume and AHT
Analyze and report upon historical data and trends in order to develop forecast models and ensure that service levels are met.
Provide forecasts based on historical trends, emerging campaign events/marketing initiatives: yearly/monthly/weekly/daily/Interval

Create relevant dashboard/reporting to create transparency on KPI's

Analyze Budgets trends, impacts, run rates

3. Relationship Building:
Liaise with Intent owners on all campaigns/intents impacting call centers and ensure impacts are assessed and communicated
Work with Scheduling teams on vacation allotments for each day within the 6 month bidding period.

Actively share information and work to Create ongoing synergy between the Planning and Scheduling/Intraday teams

Create open communication lines with business partners and operations

Basic Qualifications

3+ years of Workforce Management experience in planning/scheduling

At least 1 year of experience working with WFM tools (Blue Pumpkin or Avaya or Aspect or Teleopti)

Preferred Qualifications

Experience with SQL scripting

Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.

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 All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

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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).

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