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USAA · 3 days ago
Workforce Management Analyst II
Charlotte, NC
Full-time
Hybrid
Entry, Mid Level
$49K/yr - $88K/yr
2+ years exp
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Responsibilities
Responsible for developing contact or claims center schedules to ensure maximum efficiency of resources to meet member demand.
Responsible for proactively identifying contact or claims center scheduling gaps utilizing business and strategic supplier data. Provides insights and recommendations on process improvements based on data insights.
Maintains business schedule processes and data to ensure effective alignment of schedules to business demand.
Maintains effective relationships with suppliers and cross-functional departments to ensure service level objectives are met.
Builds and maintains internal and external business partner relationships to proactively identify, report, and resolve scheduling issues and deliver on performance.
Maintains oversight and update authority to skill template management to ensure MSR skill sets align with MSR role / peer group supporting contact center strategy.
Participates in workforce strategy projects; engages appropriate areas within Call Center Solutions or Claims Workforce Management to review and validate strategies.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
Qualification
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Required
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
2 years of experience in workforce management planning within a contact or claims center environment
Proficient knowledge and application of workforce management tools & data analysis tools, telecommunications tools, and contact center routing systems
Working experience with workforce management tools and/or software such as NICE IEX
Relationship skills, verbal and written communication and ability to identify root cause / solutions
Proficient in Microsoft Office software tools to include Word, Excel, PowerPoint
Preferred
Experience with creating schedules in NICE IEX
Experience with Cisco Call Routing system including background configuration of call routine
US military experience through military service or a military spouse/domestic partner
Benefits
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
Various wellness programs
Company
USAA
USAA is a financial services company.
10,001+ employees
H1B Sponsorship
USAA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (45)
2022 (160)
2021 (29)
Funding
Current Stage
Late StageLeadership Team
Dana Simmons
Executive Vice President, CEO Chief of Staff
Chris Flint
SVP and General Manager, Life and Health Insurance
Recent News
2024-05-17
Coverager - Insurance news and insights
2024-05-01
Company data provided by crunchbase
