Job Details
Work From Home, Principal Associate Process Manager- Capacity Planning
2025-11-18 Capital One all cities,AK
Description:
Strong analytical skills, attention to detail, and the ability to adapt to a dynamic environment are essential to succeeding in this role. This role requires strong skills to collaborate, partner, and deliver work through others while delivering flawless execution of process improvement projects.
Join our team as a Principal Associate of Global Operations Workforce Experiences and take on a pivotal role in shaping our strategy, ensuring operational excellence, and driving success at scale. If you have the required expertise, and are passionate about working across a broad set of stakeholders to solve complex operational challenges, we invite you to apply and be part of our exciting journey.
Core Responsibilities:
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 is delivered. Capital One reserves the right to modify internet service
requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Remote (Regardless of Location): $93,400 - $106,600 for Principal Process Manager
Richmond, VA: $93,400 - $106,600 for Principal Process Manager
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
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.
This role is expected to accept applications for a minimum of 5 business days.
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.
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-###-#### 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).
Work From Home, Principal Associate Process Manager- Capacity Planning
As a Principal Associate on our Workforce Experience Team, you will work with a talented group of Workforce professionals to provide supply, demand, and real time network response recommendations for our Channels Operations partner teams. This includes in-depth engagement with Channels Operations leaders, Workforce Management partners, and other horizontal support teams to provide key insights and recommendations on:
- Supply vs demand staffing outlooks and key drivers
- Describe workload trends for Voice and Non-Voice lines of business
- Real time network management
- Incident recovery
- Agent staffing approaches
- Call routing strategies
- Future project impacts to supply and network strategy
Strong analytical skills, attention to detail, and the ability to adapt to a dynamic environment are essential to succeeding in this role. This role requires strong skills to collaborate, partner, and deliver work through others while delivering flawless execution of process improvement projects.
Join our team as a Principal Associate of Global Operations Workforce Experiences and take on a pivotal role in shaping our strategy, ensuring operational excellence, and driving success at scale. If you have the required expertise, and are passionate about working across a broad set of stakeholders to solve complex operational challenges, we invite you to apply and be part of our exciting journey.
Core Responsibilities:
- Assess, identify, and collaborate to solve contact center supply/demand issues affecting a large diverse network of work types from day zero up to two years in advance.
- Support supply/demand views, scenario plans for Channels LOB, and key initiatives across the organization
- Coordinate across Workforce, Operations, and Channels Strategy & Services teams to solve complex problems related to contact center planning and design; ability to partner with key stakeholders to implement changes and solutions
- Provide subject matter expertise on Capacity Planning and real time contact center processes when representing the Workforce department in Channels/Card programs & projects
- Coordinate a real time suite of services to triage in the moment events, lead a command center model for incident management, define lever thresholds, and communicate real time results on a daily basis
- Leverage real-time data to enhance intra-day insights and communication strategy and optimization of intra-day support
- Develop strategic ideas by leveraging technology to solve business challenges, including increased simplicity and flexibility
- Identify and implement best practices, standard operating procedures (SOPs), and process improvements to enhance overall operational effectiveness
- Deliver oversight of Channels key network planning processes, and maintain a high bar for process excellence for both existing processes and strive toward new process improvements
- Partner across a broad range of teammates and stakeholders to implement contact center changes; drive work and results through others with deep partnership and collaboration
- High School Diploma, GED or Equivalent Certification
- At least 3 years of Workforce Management, Operations, or Horizontal Strategy experience in a Contact Center environment
- At least 3 years of experience in Process Management or Data Analysis
- At least 2 years of experience using Google Suite or Microsoft Office
- Associates Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science, Information Systems, or military experience
- At least 3 years of People Management experience
- At least 3 years of experience with Stakeholder Management
- At least 4 years in Workforce Management
- At least 5 years of experience in Process Management or Data Analysis
- At least 5 years of experience in Contact Center Operations or Contact Center Management
- 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 is required
- A private network that is password protected where you have ownership or line of site 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 5Mbps, 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 is delivered. Capital One reserves the right to modify internet service
requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Remote (Regardless of Location): $93,400 - $106,600 for Principal Process Manager
Richmond, VA: $93,400 - $106,600 for Principal Process Manager
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.
This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.
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.
This role is expected to accept applications for a minimum of 5 business days.
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.
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-###-#### 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).