Team Manager - Workforce Management

Role:
Team Manager – Workforce Management
Advertised by:
Capital One
Location:
Nottingham

The Mission Control team plays a vital role in ensuring our customer-facing operational areas achieve optimal service results. By leveraging expert knowledge and robust resources, the team proactively manages global service delivery against key KPIs and targets. We continuously investigate day-to-day service impacts, utilising established frameworks to mitigate potential breaches in service standards. Through data analysis and real-time information, the team delivers timely, context-driven insights regarding service performance and resource allocation to key stakeholders.

As a central point of contact, we facilitate collaboration between Operations and Technology, managing the end-to-end incident process and overseeing escalations whenever necessary.

• Lead and Inspire: Head an engaged and motivated team of real-time senior coordinators, keeping the department's core purpose front of mind.
• Coach and Develop: Dedicate the majority of your time to coaching and developing your team around core processes and personal growth.
• Manage Real-Time WFM: Lead the team to ensure all real-time workforce management processes for contact centre staffing are completed to a high standard. This also includes getting support from Tech, we run the incident process and will manage escalations when required.
• Build Stakeholder Relationships: Deliver success by collaborating with internal stakeholders, offshore partner leaders, and Operations Managers.
• Drive Change: Plan for and react to contact centre and organisational changes, smoothly delivering change into the Mission Control team.

• Team Management: Proven experience managing and supporting a team to perform against key operational metrics, such as service delivery and efficiency measures.
• Performance
  
  Coaching:
  
  Demonstrated experience in coaching to improve individual and team performance using established techniques and coaching models.
• Stakeholder Management: Excellent communication skills with the confidence to engage at all levels and manage diverse stakeholder relationships.
• Analytical & Problem-Solving
  
  Skills:
  
  Strong analytical capabilities with the ability to identify operational improvements and make grounded, data-driven recommendations.
• Adaptability & Prioritisation: Highly self‑motivated and capable of managing multiple priorities, navigating periods of uncertainty, and working with minimal supervision.
• Workforce Management: Direct, hands‑on experience with real‑time workforce management practices within a contact centre environment.

This is a permanent position based in our Nottingham office. We embrace a hybrid approach to work. You'll spend three days a week in the office (Tuesday‑Thursday), with Monday and Friday being dedicated work‑from‑home days. Our offices are designed to inspire and support you. At our Nottingham head office, you'll find an on‑site gym, restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.

We invest in the growth of our people alongside our business. You will have extensive opportunities to learn and develop your career, including access to up to £5,000 in funding for external qualifications. In addition to career development, our comprehensive benefits package is designed to grow with you, ensuring your wellbeing is prioritised at every stage of your career:

• Wealth & Future: Competitive pension and performance‑based bonus schemes
• Holidays: Start with 25 days of annual leave, increasing with tenure. Need more? You have the option to buy 5 additional days.
• Health: Access premium care through our private medical insurance.
• Family Support: We champion your milestones with enhanced parental leave.