Work From Home, Senior Associate Staffing Specialist

Work From Home, Senior Associate Staffing Specialist

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.

• 23060 (Richmond, VA)

• 23320 (Chesapeake, VA)

• 33634 (Tampa, FL)

• 89144 (Las Vegas, NV)

• 75024 (Plano, TX)

• 19801 (Wilmington, DE) 

• 68521 (Lincoln, NE)

• 56301 (St. Cloud, MN)

This exciting Senior Staffing Specialist 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

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Basic Qualifications:

High School Diploma, GED or equivalent certification 

At least 2 years of experience in Process Management

At least 2 years of experience in Google Sheets OR Microsoft Excel

Preferred Qualifications:

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

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred 

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page 

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of interne