Process Manager
Employment Information
Job Description
Supports US Card Integrated Workforce Solutions team through software configuration and process management. Develops processes to enhance workforce management for 16,000 agents globally.
Responsibilities:
- Build, document, and execute well-managed, smart processes within the Workforce team to support 16,000 agents worldwide
- Develop creative recommendations to solve business challenges including: increasing simplicity and delivering flexibility for our associates
- Partner with Operations customers, Business Analysts, HR, Tech, and Training to create, communicate and execute improvements for our workforce and contact center customers
- Communicate across multiple channels to provide effective updates for stakeholders
- Test new & exciting functionality in a QA environment
Requirements:
- High School Diploma, GED or equivalent certification
- At least 2 years of experience in process management OR project management
- At least 1 year of experience in Call Center Operations
- Bachelor's Degree OR Military Experience (preferred)
- Experience in Agile Methodology (Jira) OR BPM certification (preferred)
- At least 2 years of experience in Workforce Software Configuration (preferred)
- At least 2 years of experience in Call Center Operations (preferred)
- At least 2 years of experience using Calabrio Teleopti staffing software as a Power User (preferred)
Benefits:
- Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.
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