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The role involves staffing recommendations, data analysis, process management, and communication with stakeholders to improve contact center operations.
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.
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
Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements
Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or
56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.
We are unable to consider applicants who:
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Plano, TX: $78,400 - $89,500 for Sr. Staffing Specialist
Chesapeake, VA: $78,400 - $89,500 for Sr. Staffing Specialist
Tampa, FL: $78,400 - $89,500 for Sr. Staffing Specialist
Lincoln, NE: $78,400 - $89,500 for Sr. Staffing Specialist
Las Vegas, NV: $78,400 - $89,500 for Sr. Staffing Specialist
Wilmington, DE: $78,400 - $89,500 for Sr. Staffing Specialist
Richmond, VA: $78,400 - $89,500 for Sr. Staffing Specialist
St Cloud, MN: $78,400 - $89,500 for Sr. Staffing Specialist
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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 [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
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).
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 internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements
Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or
56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.
We are unable to consider applicants who:
- Do not maintain network-compatible internet access
- Live or work beyond the 100 mile radius of their dedicated location, or
- Live or work in the state of California.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Plano, TX: $78,400 - $89,500 for Sr. Staffing Specialist
Chesapeake, VA: $78,400 - $89,500 for Sr. Staffing Specialist
Tampa, FL: $78,400 - $89,500 for Sr. Staffing Specialist
Lincoln, NE: $78,400 - $89,500 for Sr. Staffing Specialist
Las Vegas, NV: $78,400 - $89,500 for Sr. Staffing Specialist
Wilmington, DE: $78,400 - $89,500 for Sr. Staffing Specialist
Richmond, VA: $78,400 - $89,500 for Sr. Staffing Specialist
St Cloud, MN: $78,400 - $89,500 for Sr. Staffing Specialist
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City's Fair Chance Act; Philadelphia's Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
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 [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
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).
Top Skills
Google Sheets
Excel
Teleopti
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