- Execute tasks and troubleshoot to optimize staffing levels in contact or claims centers, ensuring successful implementation of scheduling activities.
- Analyze workload demands to efficiently schedule training, coaching, meetings, and other activities in contact or claims centers.
- Manage business schedules and data to align schedules effectively with business needs.
- Oversee skills template management to ensure that MSR capabilities align with contact center strategy.
- Foster relationships with internal and external partners to proactively address scheduling issues and improve performance.
- Maintain NICE system and align offline activities with business strategy and demands, ensuring accurate MSR configuration.
- Review and adjust schedule change requests based on business requirements.
- Identify, measure, supervise, and control risks associated with business activities in line with risk and compliance policies and procedures.
- Bachelor's degree; OR substitution with 4 years of relevant experience in addition to the required minimum years.
- Up to 2 years of dynamic workforce management planning experience in a contact or claims center environment.
- Basic understanding of data analysis tools and techniques.
- Excellent relationship-building, communication, and problem-solving skills.
- Proficiency in Microsoft Office tools like Word, Excel, and PowerPoint.
- Experience with NICE IEX schedule management.
- Familiarity with the Cisco Call Routing system.
- Military experience, either through service or as a military spouse/domestic partner.
Customer Service Associate - Phoenix, United States - USAA
Description
Why Choose USAA?
Join a team that is making a real difference. At USAA, our mission is crucial: to secure the financial well-being of millions of U.S. military members and their families. While not everyone on our team has a military background, we are united in our dedication to supporting those who have served. Together, we are focused on creating exceptional experiences and meaningful outcomes for our members.
Our commitment to honesty, integrity, loyalty, and service is at the core of everything we do – from how we serve our members to how we interact with each other. Come be a part of what makes USAA truly special.
The Role
As a dedicated Workforce Management Analyst III, your main responsibility will be to oversee scheduling support activities for the Bank Omni MSRs. This includes NICE IEX configuration, scheduling offline tasks, managing shift changes, optimizing schedules, updating skill sets, and maintaining MSR rosters for both internal and third-party MSRs.
Within established guidelines, you will support workforce management performance in contact or claims centers, such as determining daily staffing needs, enhancing schedule efficiency, and managing time off. Providing guidance to contact center managers and employees on scheduling and time off processes will also be a key part of your role. By monitoring trends in contact or claims centers, you will help plan initiatives to enhance efficiency and ensure key performance metrics are met.
We offer a flexible work environment that requires you to be in the office four days a week. This position is available in several locations, including San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA, or Tampa, FL. Please note that relocation assistance is not provided for this role.
Key Responsibilities:
Requirements:
Preferred Qualifications:
This summary highlights the primary job functions and is not an exhaustive list of all responsibilities.
Benefits: USAA provides competitive compensation based on market data and experience. Your salary falls within a specified range determined by these factors, which may vary by location. For this position, the salary range is: $43,680 - $67,030.
Employees may receive pay incentives based on corporate and individual performance, subject to the USAA Board of Directors' discretion.
USAA offers top-tier benefits to support employees' physical, financial, and emotional well-being. These benefits include comprehensive medical, dental, and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, generous paid time off including holidays and volunteer hours, and various wellness programs. Our career planning and continuing education programs help employees pursue their professional aspirations.
For more information about our exceptional benefits, please visit our dedicated page.
Applications for this position are ongoing, and the posting will remain open until the role is filled. We encourage interested candidates to apply promptly upon viewing this opportunity.
USAA is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
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