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Workforce Management Analyst Senior

1 month ago

PHOENIX, United States USAA Full time
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, you will be responsible for maintaining the relationships necessary to solidify call center performance. This includes, but not limited to, Third Party supplier alignment to processes, auditing team processes for completion and correctness, and call center communications. This role will be SME for the skilling strategy for the contact center and be able to fill in as scheduler in a backup capacity. This person will run point on projects and initiatives as they are brought forth and will be SME to improving WFM processes across all functions.

Responsible for contact center workforce management performance (ex. Daily staff requirements, schedule efficiency, and time off). Builds and maintains internal and external business partner relationships to proactively identify, report, and resolve scheduling issues and deliver on performance. Monitors contact center trends to plan to maximize efficiency and ensure the contact center meets key performance metrics.

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, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

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 centers.

  • Provides oversight in maintaining business schedule processes and data to ensure effective alignment of schedules to business demand.

  • Maintains relationships with strategic suppliers to ensure scheduling processes across all lines of business are standardized with approved variance.

  • Leads and maintains strategic supplier Quality Management and Operational Guidelines. Builds and maintains relationships with internal business units and leaders.

  • Participates as a subject matter authority on contact or projects for workflow process improvements.

  • Partners with cross-functional areas to better resolve 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 raised issues and/or sophisticated 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 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

  • 6 years of experience in workforce management planning within a contact 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:

  • In depth experience with NICE including configuration and Web Station

  • Call center routing experience with Cisco

  • Experience developing skilling strategies for cross skilled agents in a call center

  • Experience maintaining Third Party relationships (specifically around call center agents and scheduling)

  • US military experience through military service or a military spouse/domestic partner

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 - $ 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.