Team Manager - Workforce Management

About the role

Capital One UK is looking for a Team Manager to lead its Mission Control workforce management team. You will oversee real‑time senior coordinators who ensure contact‑centre staffing meets service level targets and manage incident escalation processes.

Key responsibilities

• Lead and motivate a team of real‑time senior coordinators, keeping the department’s purpose front‑of‑mind.
• Coach and develop team members on core processes and personal growth.
• Ensure all real‑time workforce management activities for contact‑centre staffing are executed to a high standard.
• Collaborate with technology teams, internal stakeholders, offshore partners and Operations Managers.
• Manage the end‑to‑end incident process and handle escalations when required.
• Plan and implement changes related to contact‑centre and organisational shifts.

Required profile

• Proven experience managing a team that delivers against operational metrics such as service delivery and efficiency.
• Demonstrated ability to coach individuals and improve team performance.
• Excellent communication skills with confidence to engage at all organisational levels.
• Strong analytical and problem‑solving capabilities.

Required skills