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Sr. Process Specialist

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Capital One

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Location:
Philippines , Muntinlupa City

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

To assist the Principal Process Specialist in managing the administration of Workforce Management functions, such as Capacity and Footprint Execution, Schedule and Absence Management, Access Delivery and Governance, Intraday Management, and other supported tasks and process. To offer Workforce management-related consultation, leading and/or supporting the delivery of enhancements and projects. To partner with Operations and Functional teams through accurate and efficient execution and supporting overall strategy and performance.

Job Responsibility:

  • To assist the Principal Process Specialist in managing the administration of Workforce Management functions, such as Capacity and Footprint Execution, Schedule and Absence Management, Access Delivery and Governance, Intraday Management, and other supported tasks and process
  • To offer Workforce management-related consultation, leading and/or supporting the delivery of enhancements and projects
  • To partner with Operations and Functional teams through accurate and efficient execution and supporting overall strategy and performance
  • Supervises a team or manages assigned sub-function
  • Accurately create and maintain reports that provide insights into staffing forecast and layered role needs
  • Collaborate with onshore and local stakeholders e.g Capacity Planners, Recruitment, L&D, Operations, etc. to ensure timely delivery of staffing requirements
  • Acts as a subject matter expert in footprint related consults
  • Collaborate within Workforce, Operations and Functional teams in delivering business strategies that impact associate schedules
  • Provide support in managing associate schedules and off-phone activities in Calabrio Teleopti
  • Partake in company-wide initiatives and offer guidance based on availability and work requirements
  • Manage workload distribution, prioritization and issue escalation to ensure agent readiness via telephony and access availability
  • Provide access consultation, feasibility and assessment to enable varying intents
  • Able to perform baseline Mission Control work and rotate between real-time monitoring and incident management as needed
  • Provide SME support and provide real-time decisions on escalations by the teams on shift
  • Act as an escalation point, liaison, and communication medium to senior leadership for situations happening in real-time
  • Navigate interactions with different stakeholders across the enterprise to move a process forward, identify potential risks, and arrive at a solution
  • Serve as a process owner for any intent, workflow and governance changes that need to be pursued or implemented
  • Provides sub-functional leadership to Workforce Management functions, including recommendations for hiring, coaching, mentoring, development and talent management
  • Acts as the point of contact (POC) to liaise with appropriate departments for business continuity, capacity planning, and staffing reporting
  • Leads the periodic review and update of processes, procedure, and relevant documentation with stakeholders to identify opportunity areas for operational and financial effectiveness
  • Monitors team adherence to department guidelines, compliance regulations, policies and procedures by implementing audit procedures
  • Upholding the company’s mission and vision by embodying excellence and doing the right thing
  • Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
  • Maintains strong and collaborative partnerships across the organization
  • Represents Workforce Management in different project meetings (local and domestic) through providing a consultative approach
  • Delivers administrative tasks such as but not limited to approval of time records, volume projection, capacity planning and scheduling, associate movements, etc.
  • May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Workforce Management
  • Other job-related duties that may be assigned from time to time

Requirements:

  • Total of 18 months of experience in a call center operations environment
  • Knowledge of call center business processes
  • Strong analytical skills and has the ability to analyze data impact for large Queues and call center operations performance management data
  • Results orientation with an emphasis for action, versatility, and adaptability
  • Critical thinking and problem solving skills
  • Strong communication skills
  • Management mindset with sound judgment
  • Ability to self-drive and work effectively with others
  • People management skills, including team formation, collaboration, and influencing (as applicable)

Nice to have:

  • Solid functional understanding of call center business processes, with in-depth knowledge of planning, scheduling, and analytical tools and applications
  • 1.5 years’ experience in a call center workforce management environment
  • Experience in data visualization tools such as but not limited to Tableau, Google Sheets/Slides, etc.

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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