Workforce Management Technical Support Associate

Description:

Capital One is seeking a Workforce Management Technical Support Associate to join its Mission Control team in Nottingham. This role is pivotal in ensuring the smooth running of service management, specifically by developing strategies for workforce management tools and maintaining key reporting systems. The primary focus is to support the Operations team by providing real-time dashboards and historical reports, managing incident escalations, and ensuring seamless service delivery.

Key Responsibilities:

• Configure and maintain Amazon Connect and New Relic to deliver real-time and historical reporting.

• Develop workforce management strategies to improve call centre operations.

• Balance dialler outcomes between operational requirements and business needs.

• Work closely with the voice team to manage call routing and delivery.

• Provide data analysis and stakeholder updates on service impacts.

• Coordinate and manage incident escalations to minimize service disruptions.

• Support offshore leaders/partners in achieving service management goals.

• Assess business changes and ensure a smooth transition for call centre operations.

Qualifications & Experience:

• Experience with call centre reporting.

• Strong understanding of workforce management principles and systems.

• Excellent data analysis skills with attention to detail.

• Ability to remain calm and effective under pressure.

Additional Requirements:

• The Mission Control team provides 24/7 incident management support, and the candidate will be expected to participate in the on-call rota (every 3-4 weeks).

• Remuneration and overtime are provided for out-of-hours support.

Work Arrangements:

• Hybrid working model: 3 days a week (Tuesdays, Wednesdays, Thursdays) in the Nottingham office.

• Flexible working arrangements are available.

Benefits:

• Strong career progression through Capital One University training.

• Core benefits: Pension, bonus, holiday entitlement, private medical insurance.

• Additional benefits: Cycle-to-work scheme, season ticket loans, enhanced parental leave.

• On-site facilities: Fully serviced gym, subsidized restaurant, mindfulness and music rooms.

Diversity & Inclusion:

Capital One is committed to building diverse and inclusive teams. Underrepresented groups (women, LGBTQ+, ethnic minorities) are encouraged to apply. Internal support networks include:

• OutFront – LGBTQ+ support group

• REACH – Race Equality & Cultural Heritage group

• Women in Tech – Promoting inclusivity in the tech industry

• EmpowHER – Female leadership development