Team Manager Workforce Management

Our Mission

Were on a mission to be a force for good in lending. Throughout our almost 30-year history weve consistently been recognised as a great place to work; in 2026 Capital One was officially ranked 9th in the UKs Best Workplaces list. Hear from our team about what its like working at Capital One UK.

About the Role

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.

What Youll Do

• Lead and Inspire: Head an engaged and motivated team of real-time senior coordinators keeping the departments 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.

The Skills and Experience You Need

Essential Criteria

• 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.

Desirable Criteria

• Workforce Management: Direct hands-on experience with real-time workforce management practices within a contact centre environment.

Where and how youll work

This is a permanent position based in our Nottingham office.

We embrace a hybrid approach to work. Youll 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 youll find an on-site gym restaurant and dedicated Learning Loft. Our London office boasts a rooftop running track and coffee bar.

Whats in it for you

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 5000 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.

A full list of our benefits is available here.

What you should know about how we recruit

We pride ourselves on hiring the best people not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are whatever you look like wherever you come from. We know its about what you do not just what you say. Thats why we make our recruitment process fair and accessible.

We value diversity inclusion and belonging at our core. We empower our associates to do great work by creating an inclusive cultureone that values diverse perspectives fosters collaboration and encourages innovative ideasand a place where associates of all backgrounds can thrive by bringing their most authentic selves to work. We call this our Culture of Belonging and it rests at the heart of our business.

Our associate-led Business Resource Groups were created to help support our diverse population and include over 10 groups across our offices. Because each Business Resource Group is as unique as the population it serves they offer a range of activities networking opportunities special events and learning programmes to associates.

If you require a reasonable adjustment please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.