Workforce Management Analyst Senior (Real-Time)
Company: USAA
Location: Colorado Springs
Posted on: May 7, 2024
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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-$172,000.00
Employees 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 USAAjobs.com.
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.
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Keywords: USAA, Broomfield , Workforce Management Analyst Senior (Real-Time), Executive , Colorado Springs, Colorado
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