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Real Time Analyst III - Colorado Springs Colorado
Company: USAA Location: Colorado Springs, Colorado
Posted On: 04/27/2024
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:
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