Real Time Analyst III
Company: USAA
Location: Colorado Springs
Posted on: April 26, 2024
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 OpportunityThe OpportunityAs a dedicated
Real Time Analyst III, you will be responsible for the 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. This position monitors call center
patterns to plan and execute on productivity and key performance
indicators.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.What you'll do:
- Be involved in 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
accordinglyWhat you have:
- High School Diploma; OR 1 year of call center experience.
- Demonstrable understanding of a contact center
environment.
- Relationship skills, verbal and written communication and
ability to assist in identification of 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 CiscoThe 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: $43,680.00-$67,030.00.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.
Keywords: USAA, Colorado Springs , Real Time Analyst III, Professions , Colorado Springs, Colorado
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