Senior Director leading Global Partner Services team at Capital One. Focusing on operational excellence, partner management, and team collaboration across various locations.
About the role
- Workforce Management Analyst monitoring call volume and flexing workforce to maximize call center service levels. Ensures consistent service is maintained and schedules are updated accordingly.
Responsibilities
- Monitors and reacts to fluctuations in call volume as they occur
- Schedules activities around forecasted call patterns
- Schedules off-phone activities when call volume projections are down
- Manages and adjusts call routing when unusual call patterns exist
- Updates schedules to ensure WFM system provides staffing requirements
- Updates schedules to account for breaks, paid time off, tardiness, etc.
Requirements
- Requires a H.S. diploma or equivalent
- Minimum of 2 years’ call center operations experience
- Real-time management experience in a centralized call center environment is preferred.
- Being data driven is essential.
- Excellent attention to detail is key to success in this role.
- Experience with multitasking is important.
Benefits
- merit increases
- paid holidays
- Paid Time Off
- incentive bonus programs
- medical benefits
- dental benefits
- vision benefits
- short and long term disability benefits
- 401(k) +match
- stock purchase plan
- life insurance
- wellness programs
- financial education resources
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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