Manager, Process Management, Workforce Management

Capital One

Manager on the Workforce Experience Team at Capital One leading process recommendations for workforce management. Collaborating on staffing, scheduling, and operational excellence in a hybrid environment.

Posted 5/14/2026full-timeRichmond • Texas, Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $122,100 - $153,300 per yearWebsite

About the role

Key responsibilities & impact

Lead a talented group of Workforce professionals to provide supply, demand, and process recommendations
Engage with Channels & Shared Services leaders, Workforce Management partners, and other support teams
Provide key insights and recommendations on staffing outlooks and workload trends
Influence multi-year strategy on product improvements delivering on WF innovation
Assess, identify, and collaborate to solve contact center supply/demand issues
Coordinate across Workforce, Operations, and Channels Strategy & Services teams
Deliver oversight of key Workforce network planning processes
Develop and lead strategic systematic ideas by leveraging technology
Partner with a broad range of teammates and stakeholders for contact center changes

Requirements

What you’ll need

High School Diploma, GED, or equivalent certification
At least 5 years of experience in roles within Workforce Management for a Contact Center environment
At least 5 years of experience in Process Management or Data Analysis
At least 3 years of People Management experience
At least 2 years of experience using Google Suite or Microsoft Office
Bachelor's Degree or military experience (preferred)
At least 8 years of experience in Process Management or Data Analysis (preferred)
At least 5 years of People Management experience (preferred)
At least 10 years of experience in Contact Center Operations or Contact Center Management function (preferred)
At least 5 years of experience with Calabrio, Aspect, Alvaria, Nice, or other WFM industry standard products (preferred)

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development opportunities
Performance-based incentive compensation (cash bonuses and/or long term incentives)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Workforce ManagementProcess ManagementData AnalysisPeople ManagementContact Center OperationsContact Center ManagementStaffing OutlooksWorkload TrendsNetwork PlanningStrategic Systematic Ideas

Soft Skills

LeadershipCollaborationInfluencingCommunicationEngagementOversightProblem SolvingStrategic ThinkingStakeholder ManagementInnovation

Certifications

High School DiplomaGEDBachelor's Degree