Workforce Management Analyst I
Company: USAA
Location: San Antonio
Posted on: April 25, 2024
Job Description:
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 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
As a dedicated Workforce Management Analyst I, you will be
responsible for contact center workload management performance (ex.
Daily staff requirements, schedule efficiency, and time off).
Develops and delivers on-boarding contact center scheduling
training to management and contact center employees. Builds and
maintains internal and external business partner relationships to
proactively identify, report, and solve scheduling issues and
deliver on performance. Coordinates business schedule processes and
data to ensure effective integration with strategic call center
suppliers. Monitors call center patterns to plan and complete
efficiency and key performance indicators.
We offer a flexible work environment that requires an individual to
be in the office 4 days per week. This position can be based in one
of the following locations: San Antonio, TX.
Relocation assistance is not available for this position. The
Opportunity
- Responsible for proactively identifying contact center
scheduling issues applying business and strategic supplier data
insights.
- Analyzes data and provides recommendations to influence and
improve scheduling execution.
- Develops and delivers scheduling training to managers and
employees on tools and schedule processes.
- Oversees sophisticated contact center business processes and
information ensuring integration with strategic suppliers.
- Manages and maintains effective relationships with suppliers to
ensure service level objectives are met.
- Reviews trends and makes recommendations to management on
process improvements.
- Partners with cross-functional areas to better determine
headcount, volumes, and budget/spend.
- Present fluctuations to management, make recommendations and
adjust resources as needed.
- Participates as subject matter expert in enterprise, line of
business, or internal projects on workload strategies; engages
appropriate areas within Call Center Solutions to validate
strategies.
- Ensures risks associated with business activities are
effectively identified, measured, supervised, and controlled in
accordance with risk and compliance policies and procedures.What
you have:
- Bachelor's Degree; OR 4 years of related experience (in
addition to the minimum years of experience required) may be
substituted in lieu of degree.
- 4 years of experience in workforce management planning within a
contact center environment.
- Solid understanding and application of data analysis tools,
telecommunications tools, contact routing and/or workload delivery
systems.
- Working experience with workforce management tools and software
such as Verint, IEX and Aspect.
- Positive relationship skills, verbal and written communication
and ability to identify root cause / solutions.
- Solid understanding and application of Microsoft Office
software tools to include Word, Excel, PowerPoint.What sets you
apart:
- US military experience through military service or a military
spouse/domestic partner
- Experience applying workforce management tools within a
financial services contact center
- Previous experience with workforce management systems, like
NICE and Decisions.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: $61,110 - $110,000.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 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, Austin , Workforce Management Analyst I, Executive , San Antonio, Texas
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