Senior Manager, Customer Centricity – Business Cards & Payments
Capital One
CX Workforce Management Manager
Gainwell Technologies
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $92,800 - $132,600 per year
Job Level
SeniorLead
About the role
- Manages multi-channel (voice and non-voice) workforce planning reporting to ensure optimal visibility to contact center specific metrics and insights.
- Leads the development and execution of WFM reporting — including accurate data to feed forecasting models, drive operational efficiency, cost optimization, and exceptional service delivery.
- Partners cross-functionally on transformative initiatives while fostering a high-performing team and culture aligned with business objectives in a multi-priority environment.
- Provides regular, actionable reporting on workforce performance in partnership with respective WFM leaders over capacity planning and scheduling to senior leadership and stakeholders.
Requirements
- 4-year degree or 8 - 10 years in contact centers aligned to Reporting, WFM or multi-faceted Operational roles focused on similar work.
- 8 or more years of experience in workforce management and/or large-scale contact center operations.
- At least 5 years in a leadership role.
- Demonstrated deep knowledge of reporting, forecasting, scheduling, intraday management, and capacity planning in a complex, multi-site customer service environment.
- Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans.
- Advanced Excel analysis, Power BI, Data Bricks proficiency.
Benefits
- Health (medical, dental, vision) benefits start on day 1 of employment.
- Company match 401K and other benefits available within months of starting.
- Flexible vacation policy after ninety (90) calendar days of employment.
- Company provided computer for work use.
- Travel may be required up to 10 – 20%.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementreportingforecastingschedulingintraday managementcapacity planningdata analysisdata interpretationoperational efficiencycost optimization
Soft skills
leadershipteam managementcross-functional collaborationanalytical skillsactionable reportingcommunicationproblem-solvingadaptabilitystrategic thinkingperformance management
