Team Manager – Workforce Management

About the role

The Mission Control team ensures that Capital One's customer‑facing operations deliver optimal service results. By analysing real‑time data and collaborating with technology and operations partners, the team mitigates service breaches and provides actionable insights on performance and resource allocation.

Key responsibilities

• Lead and inspire a team of senior real‑time coordinators, keeping the department’s core purpose front‑and‑center.
• Coach and develop team members on core processes and personal growth.
• Oversee all real‑time workforce management processes for contact‑centre staffing, including incident handling and escalations.
• Build and maintain relationships with internal stakeholders, offshore partners, and Operations Managers.
• Plan for and execute changes to contact‑centre and organisational structures, ensuring smooth delivery.

Required profile

• Proven experience managing teams to meet operational metrics such as service delivery and efficiency.
• Demonstrated ability to coach individuals and teams using established performance‑coaching models.
• Excellent communication skills with confidence to engage at all organisational levels.
• Strong analytical and problem‑solving capabilities.

Required skills