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Form of workAt 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 Real Time Analyst II, you will be responsible for responsible for contact center workload management performance (ex. daily staff requirements, schedule efficiency, and time off). This role develops and delivers on-boarding contact center scheduling training to management and contact center employees. You will build and maintain internal and external business partner relationships to proactively identify, report and solve scheduling issues and deliver on performance. The Real Time Analyst II oversees business schedule processes and data to ensure effective integration with strategic call center suppliers. You monitor call center patterns to plan and execute on productivity and key performance indicators.
We offer a flexible work environment this hybrid role requires an individual to be in the office 4 days per week however, this position's schedule 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.
What you'll do:
Contribute to the larger scale strategy for Bank Omni intraday performance (Maintains awareness of business strategy, changes and impacts to performance and execute)
Responsible for identifying performance gaps in Real Time.
Service as a resource to team members on escalated issues
Develop Contact Center Real Time Management knowledge to feed business decisions in support Member Service efficiencies.
Identify performance trends and develop solutions to remediate.
Makes Real Time scheduled activity adjustments to remediate performance gaps.
Manages and adjusts call routing to ensure service levels are met.
Monitors call volume demand in Real Time and flexes workforce accordingly
What you have:
High School Diploma; OR 1 year of call center experience.
1 year of experience within a contact center environment.
Relationship skills, verbal and written communication and ability to identify root cause / solutions.
Basic knowledge and application of Microsoft Office software tools to include Word, Excel, PowerPoint.
What sets you apart:
Real-time management experience in a centralized call center environment is preferred.
Basic knowledge and application of data analysis tools, telecommunications tools, contact routing and/or workload delivery systems.
Basic knowledge and experience with workforce management tools and software such as NICE IEX and Cisco
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: $48,890.00-$87,600.
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.
