Job Details

Senior Associate Staffing Specialist (Work From Home)

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?mile 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 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.
• Communicate through several mediums: phone conferencing with customers/suppliers, storytelling with PowerPoint (slides to present & slides that stand on their own), and effective emails

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
• A private network that is password protected where you have ownership or line of 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 5 Mbps, 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 are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Salary and Compensation

• Plano, TX: $78,400 $89,500
• Chesapeake, VA: $78,400 $89,500
• Tampa, FL: $78,400 $89,500
• Lincoln, NE: $78,400 $89,500
• Las Vegas, NV: $78,400 $89,500
• Wilmington, DE: $78,400 $89,500
• Richmond, VA: $78,400 $89,500
• St. Cloud, MN: $78,400 $89,500

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.

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 applicable laws 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 ...@capitalone.com. 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 ...@capitalone.com.

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).