Manager, Workforce Process & Insights (Hybrid)

Capital One; Richmond (VA); Hybrid; USD 115,200 - 131,500; Full time

Benefits offered by this job

Comprehensive health benefits

Performance-based bonuses

Inclusive workplace environment

Job summary

A leading financial services company is seeking a Manager for the Workforce Experience Team in Richmond, VA. This hybrid role involves leading a team responsible for delivering critical metrics and insights to drive business decisions. Candidates should have significant experience in data analysis and process management, along with a strong ability to lead teams and influence stakeholders. The position offers a competitive salary and a comprehensive benefits package, emphasizing a collaborative and innovative working environment.

Qualifications

• High school diploma, GED, or equivalent certification required.
• 3+ years in Workforce Management or Contact Center environment.
• 5+ years in Process Management or Data Analysis.
• 3+ years of people-management experience.

Responsibilities

• Lead delivery of reporting strategies and oversee multiple projects.
• Support data environments for Channels LOB.
• Provide expertise on data ecosystems for contact center processes.
• Drive results through partnerships and continuous improvement.

Skills

Data coding languages

Analytical tools (Tableau, Quicksights)

Leadership

Collaboration

Education

Bachelor's Degree in relevant fields

Tools

Tableau

Quicksights

Job description

A leading financial services company is seeking a Manager for the Workforce Experience Team in Richmond, VA. This hybrid role involves leading a team responsible for delivering critical metrics and insights to drive business decisions. Candidates should have significant experience in data analysis and process management, along with a strong ability to lead teams and influence stakeholders. The position offers a competitive salary and a comprehensive benefits package, emphasizing a collaborative and innovative working environment.