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R222103
Posted 08/07/2025
Senior Process Coordinator
City of Muntinglupa, Philippines
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Category Process and Project Management -
Experience Sr. Coordinator -
Primary Address Muntinlupa City, National Capital Region (Manila)
Overview
Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)Senior Process CoordinatorNOTES:
- Work Set up: WFH
Work Schedule: Mon - Fri, 7:00PM - 4:00AM MNL / 5:00PM - 2:00AM MNL, Must be willing to work during holidays depending on the business need - Requisition open under local terms
- Candidate must have appropriate paperwork to work in the Philippines
- Completion of internal questionnaire is required to proceed
- Don't forget to upload your resume in Workday before submitting your application. Incomplete application may delay in processing
Summary:
● To support Operation by performing administrative functions such as real-time queue monitoring and management to help drive optimized service levels where applicable to ensure service standards and customer satisfaction levels are met, tasks related to updating of agent attendance and status daily, providing regular staffing report during pre- defined intervals, and assisting on access management related requests (e.g. on/off boarding for LOB specific applications, revisions, transfers, etc).
General Responsibilities:
● Administrative responsibilities
○ Monitors call traffic and staffing levels accurately to ensure call center operations’ service levels are maintained
○ Acts as a point person between Operations and Access Support for any access needs/requests related to LOB specific applications
● Administrative responsibilities
○ Monitors call traffic and staffing levels accurately to ensure call center operations’ service levels are maintained
○ Acts as a point person between Operations and Access Support for any access needs/requests related to LOB specific applications
● Management Information
○ Generates timely and accurate reports on LOB staffing, real time call performance and service levels
● Audit and Process Improvement
○ Monitors CMS / Real-time Adherence (RTA) for call-in queue, agent activities, excessive talk time, agents in aux work or post-work status
○ Advances self and team knowledge of work force management tools, software, and databases by keeping abreast on new enhancements and up-skilling through training opportunities; Participates in requirement sessions for new databases and testing
○ Identifies potentiation enhancements to current report templates and recommends opportunity areas for improved reporting to the Sr. Process Specialist/ Principal Process Specialist and Operations teams
○ Identifies opportunity areas and implement strategies to improve process and customer service delivery
○ Implements policies and identifies opportunity areas for sub-function efficiency
● May be assigned / rotated across related sub-functions including but not limited to sub-functions within Operations
● Other job-related duties that may be assigned from time to time
Basic Qualifications:
● Educational Background: At least 2 years of college
● Professional Experience: None
● Skills Required:
○ Functional knowledge of MS Excel; Preferably with familiarity of basic work force tools, work force analysis, and HTML
○ Strong interpersonal skills to address requirements of internal customers
○ Ability to organize information and manage schedule adjustments
○ Ability to innovate / identify opportunity areas for process improvement
Eligibility Criteria for IJP:
- Associate must have a recent rating of at least a “Strong” or above
- Associate’s current time in position, as noted on Workday is greater than or equal to 6 months
- Associate is not actively on any type of a Performance Improvement Plan (PIP)
- Associate must not have any written warning corrective action and up in any stage of the application process
- Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting
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 1-800-304-9102 or via email at RecruitingAccommodation@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 Careers@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).
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Step 1 Apply
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Step 2 Screen and Schedule
If your application is a good match you’ll hear from one of our recruiters to set up a screening interview.
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Step 3 Interview(s)
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Step 4 Decision
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How to Pick the Perfect Career Opportunity
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