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Workload Relationship Advisor, Mid-Level - Bank (Hybrid)

Company: USAA
Location: Flower Mound
Posted on: June 12, 2022

Job Description:

Purpose of Job USAA is looking for a talented Workload Relationship Advisor, Mid-Level - Bank to work in a Hybrid work environment in any USAA worksite location.

Responsible for contact center workload management performance (ex. daily staff requirements, schedule efficiency, and time off). Develops and delivers on-boarding contact center scheduling training to management and contact center employees. Builds and maintains internal and external business partner relationships to proactively identify, report and solve scheduling issues and deliver on performance. Oversees business schedule processes and data to ensure effective integration with strategic call center suppliers. Monitors call center patterns to plan and execute on productivity and key performance indicators.

Job Requirements
About USAA
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

Primary Responsibilities:
Identifies and manages existing and emerging risks that stem from business activities and the job role.

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.

Follows written risk and compliance policies, standards, and procedures for business activities.

Responsible for identifying contact center scheduling gaps utilizing business and strategic supplier data. Makes recommendations on process improvements based on data insights.

Provides workload management training to managers and employees on tools and schedule processes.

Oversees internal contact center scheduling business processes and information ensuring integration with strategic suppliers.

Maintains effective relationships with suppliers to ensure service level objectives are met.

Partners with cross-functional areas to better determine headcount, volumes, and budget/spend. Present fluctuations to management and adjust resources as needed. Minimum Requirements:

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 center environment.

Proficient knowledge and application of workforce management tools & data analysis tools, telecommunications tools, contact routing and/or scheduling delivery systems.

Relationship skills, verbal and written communication and ability to identify root cause / solutions.

Proficient in Microsoft Office software tools to include Word, Excel, PowerPoint.

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses. Preferred Experience:

Bachelor's degree

2+ years recent call routing experience within a contact center environment

2+ years recent experience using NICE/IEX workforce management software

Proven experience with analytics

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.

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 position. The salary range for this position is: $46,000-$82,900 * .

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

  • Geographical Differential : Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.

    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.

    To see details on our outstanding benefits, visit:
    USAA Total Rewards

    Relocation assistance is not available for this position.

    USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds - collaborating in-person in the office and working from home when needed to achieve focused deliverables. The actual days onsite are determined between each employee and the employee's manager.

Keywords: USAA, Flower Mound , Workload Relationship Advisor, Mid-Level - Bank (Hybrid), Other , Flower Mound, Texas

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