Workload Relationship Advisor, Mid-Level - Bank (Hybrid)
Location: Flower Mound
Posted on: June 12, 2022
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.
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.
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,
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.
2+ years recent call routing experience within a contact center
2+ years recent experience using NICE/IEX workforce management
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
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
Keywords: USAA, Flower Mound , Workload Relationship Advisor, Mid-Level - Bank (Hybrid), Other , Flower Mound, Texas
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