Workforce Management Analyst Senior (Real-Time)
Company: USAA
Location: Colorado Springs
Posted on: May 4, 2024
Job Description:
Why USAA? Why USAA?
Let's do something that really matters.
At USAA, we have an important mission: facilitating the financial
security of millions of U.S. military members and their families.
Not all of our employees served in our nation's military, but we
all share in the mission to give back to those who did. We're
working as one to build a great experience and make a real impact
for our members.
We believe in our core values of honesty, integrity, loyalty and
service. They're what guides everything we do - from how we treat
our members to how we treat each other. Come be a part of what
makes us so special! The Opportunity The Opportunity As a dedicated
Workforce Management Analyst Senior (Real-Time), you will be
responsible for contact center workload management performance (ex.
daily staff requirements, schedule efficiency, and time off).
Workforce Management Analyst Senior (Real-Time) builds and
maintains internal and external business partner relationships to
proactively identify, report and solve scheduling issues and
deliver on performance. You will lead business schedule processes
and data to ensure effective integration with strategic call center
suppliers. This role also, monitors the call center patterns to
plan and actionize productivity and key performance indicators.
Additional responsibilities may include: involvement in the larger
scale strategy for Bank Omni Intraday performance, serves as a
resource to team members on escalated issues and/or complex
matters, acts as subject matter expert on contact center real time
management to feed business decisions in support Member Service
efficiencies, and identifies performance trends and develops
solutions to remediate. We offer a flexible work environment that
requires an individual to be in the office 4 days per week which
will include 1 weekend day. This position can be based in one of
the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ,
Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL.
Relocation assistance is not available for this position.Additional
coverage may be needed during the hours of 8am-10pm central time
Monday-Friday, 7:30am-8pm central time Saturday, and 7:30am-6pm
central time Sunday between the team members. What you'll do:
- Responsible for collecting, analyzing, and reporting on
workforce metrics. Utilizes data to deliver on solutions for
capacity planning within the operational contact or claims
centers.
- Provides oversight in maintaining business schedule processes
and data to ensure effective alignment of schedules to business
demand.
- Manages relationships with strategic suppliers to ensure
scheduling processes across all lines of business are standardized
with approved variance.
- Manages and maintains strategic supplier Quality Management and
Operational Guidelines. Builds and maintains relationships with
internal business units and leaders.
- Participates as a subject matter expert on contact or claims
center projects for workflow process improvements.
- Partners with cross-functional areas to better determine
headcount, volumes, and budget/spend for daily support as well as
campaign strategies. Present fluctuations to management and adjust
resources as needed.
- Conducts analysis on workforce scheduling to identify trends
and make recommendations to leaders on performance
improvement.
- Serves as a resource to team members on escalated issues and/or
complex matters.
- Ensures risks associated with business activities are
effectively identified, measured, monitored, and controlled in
accordance with risk and compliance policies and procedures. What
you have:
- Bachelor's Degree or higher OR 4 years of related experience
(in addition to the minimum years of experience required) may be
substituted in lieu of degree.
- 6 or more years of experience in workforce management planning
within a contact or claims center environment.
- Advanced knowledge and application of data analysis tools,
telecommunications tools, and contact center routing systems.
- Advanced knowledge and experience with workforce management
tools and/or software such as NICE IEX.
- Demonstrated relationship skills, verbal and written
communication and ability to identify root cause / solutions.
- Advanced knowledge and application of Microsoft Office software
tools to include Word, Excel, PowerPoint. What sets you apart:
- Expert level knowledge of contact center business
strategy.
- A deep understanding of real-time management changes and the
impact to performance and championing RTM strategy by supporting,
advising, and educating peers.
- Prior involvement driving the larger scale strategy for contact
center performance.
- Experience serving as a resource to team members on escalated
issues and/or complex matters.
- Experience acting as subject matter expert on contact center
real time management.
- Experience identifying performance trends and developing
solutions to remediate. The above description reflects the details
considered necessary to describe the principal functions of the job
and should not be construed as a detailed description of all the
work requirements that may be performed in the job. What we offer:
Compensation: USAA has an effective process for assessing market
data and establishing ranges to ensure we remain competitive. You
are paid within the salary range based on your experience and
market data of the position. The actual salary for this role may
vary by location. The salary range for this position is:
$89,990.00-$172,000.00Employees may be eligible for pay incentives
based on overall corporate and individual performance and at the
discretion of the USAA Board of Directors. Benefits: At USAA our
employees enjoy best-in-class benefits to support their physical,
financial, and emotional wellness. These benefits include
comprehensive medical, dental and vision plans, 401(k), pension,
life insurance, parental benefits, adoption assistance, paid time
off program with paid holidays plus 16 paid volunteer hours, and
various wellness programs. Additionally, our career path planning
and continuing education assists employees with their professional
goals. For more details on our outstanding benefits, please visit
our benefits page on . Applications for this position are accepted
on an ongoing basis, this posting will remain open until the
position is filled. Thus, interested candidates are encouraged to
apply the same day they view this posting. USAA is an Equal
Opportunity Employer. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, or status as a protected veteran.
Keywords: USAA, Pueblo , Workforce Management Analyst Senior (Real-Time), Executive , Colorado Springs, Colorado
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