Workforce Manager

Capital One; Oslo; On-site; NOK 134,000 - 268,000; Full time

Job summary

Capital One is seeking a Workforce Manager in the Philippines to strategize and lead Workforce Management efforts supporting Canada operations, focusing on forecasting, budgeting, capacity planning, access support, and data management.

The role demands strategic leadership of a WFM team, cross-functional collaboration, and a strong emphasis on data-driven staffing decisions to improve service delivery and operational efficiency.

Qualifications

• Requires college degree and 2+ years in Workforce Management (Forecasting, Capacity Planning or Budgeting)
• 2+ years in a managerial role leading teams
• 5+ years in call center/WFM environment
• Hybrid work setup and night shifts are required

Responsibilities

• Develops and implements annual Workforce Management plan including budgeting and capacity planning.
• Monitors daily/weekly/monthly workforce trends and analyzes data for staffing optimization.
• Leads and mentors a team of WFM managers and professionals.
• Collaborates cross-functionally with HR, Operations, Finance, and leadership to optimize service delivery.

Skills

WFM forecasting

Analytical skills

People management

Excel/Sheets

WFM tools

Education

Bachelor's degree

Tools

Excel/Sheets

WFM platforms

Job description

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)

Workforce Manager

Summary:

To strategize for Workforce Management (WFM) supporting Workforce Canada, driving operational efficiency through short-term and long-term Forecasting, Budgeting, Capacity Planning, Access Support, and Reporting and Data Management. To implement WFM policies and identify strategic opportunity areas to ensure optimal staffing, workload distribution, and overall operational efficiency. To be responsible for the strategic management of a team of WFM managers and professionals, while maintaining strong cross-functional partnerships across the organization to further department and business goals.

General Responsibilities:

• Strategic planning: Develops and implements an annual plan for Workforce Management, including workforce budgeting, capacity planning, and long-term forecasting to ensure operational alignment with business objectives and corporate standards.
• Operational performance: Provides periodic performance and staffing data to the leadership team by analyzing daily, weekly, and monthly workforce trends; inspects data accuracy on team reporting (e.g., volume forecasts, shrinkage, capacity models, DID, and HR roster) to optimize staffing against call/contact demand through robust Reporting and Data Management.
• Process improvement: Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations; identifies opportunity areas in forecasting models, scheduling efficiency, access management, and capacity planning to implement strategies in collaboration with stakeholders to improve process efficiency and service delivery.
• People development: Provides leadership to a team of WFM managers/professionals, including hiring/termination, approval of time records, schedule adherence, deployment, mentoring, performance reviews, pay recommendations, administrative decisions, and providing operational Access Support.
• Organizational collaboration: Maintains strong and collaborative partnerships across the organization (including HR, Operations, Finance, CRE, and Canadian leadership teams) to positively influence workforce availability, service delivery, and customer satisfaction.
• May be assigned / rotated across other related functions including but not limited to:
• Back Office Processing: Strategizes for team handling inbound calls to manage and resolve credit bureau scores disputes and correspondences.
• Collections: Strategizes for team handling inbound and outbound calls to manage and resolve delinquent accounts.
• Fraud / Disputes: Strategizes for team handling inbound and outbound calls to identify, investigate and resolve dispute and fraudulent activities.
• Ops Desk: Strategizes for team handling workforce and schedule management.
• Servicing: Strategizes for team handling inbound calls to manage and resolve credit card concerns.
• Training: Strategizes for team planning, delivering, and evaluating technical training requirements.
• Other job-related duties that may be assigned from time to time.

Basic Qualifications:

• College graduate
• 2+ years of experience in Workforce Management (specifically focused on Forecasting, Capacity Planning, or Budgeting/Resource Planning)
• 2+ years of experience in a Management / Managerial capacity leading teams
• 5 years of working experience in a call center/contact center operations or WFM environment
• Amenable to work in a hybrid set up
• Amenable to work in a night shift schedule

Skills Required:

• Solid functional understanding of call center workforce management principles, forecasting methodologies, and capacity planning models.
• Strong analytical and quantitative skills for data-driven decision-making, reporting/data management, and budget management.
• Results orientation with a bias for action, versatility, and adaptability in a fast-paced environment.
• Strong people management skills, including team formation, coaching, collaboration, and stakeholder influence.
• Proficiency in Excel or Sheets and relevant WFM platforms/tools.

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.

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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).