Contact Center Business Technology Analyst

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

Serves as a computer technology expert for assigned functional applications to assist business lines with development and ongoing support. Provides project release direction and support including research, analysis, review, development, implementation and monitoring of new or revised systems. Acts as a liaison for project release and typically perform analysis supporting the strategies and objectives of the business line. Compiles and analyzes information that is very detailed and often interpretive making project release recommendations based on the findings. Interfaces with internal and external resources to ensure successful completion, installation and implementation in accordance with client needs.

This role acts as a Workforce Management (WFM) subject matter expert and coordinates with business line partners on schedule requirements, observes and reports out attendance incidents and communicates real-time staffing adjustments and/or reallocations as needed .The emphasis is not only on improving operational efficiency or on managing the workforce, but will also effectively generate a positive impact on the customer experience (i.e. lower hold times, etc.). Additionally, this role coordinates with our workforce management team vendor partner to provide support, guidance, and instruction to ensure business objectives are achieved. The analyst must incorporate multiple data points, trends, and various operational requirements into workforce management analysis, including trending and/or comparison of actuals to forecast. Additional duties this role will perform includes: Creates and distributes forecast-driven work schedules for multiple areas of the call center, Manage and maintain Vacation tracking/data for functional areas, including monthly balance reconciliation, Perform monthly audits and provide oversight of WFM vendor partners, Administer/Assist with maintenance of user profiles on the workforce management systems (NICE and EEM), Manage and generate intra-day notifications for overtime and/or voluntary time off needs based on call center performance.

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Five or more years of direct experience (with project lead responsibilities), or eight or more years of related experience

Preferred Skills/Experience
- Ability to conduct an analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations
- Strong understanding and use of project management techniques and testing processes and supervises their use
- Ability to develop test schedules, review testing plans, track test issues and report on test results
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
- Strong project management, organization and analytical skills
- Effective interpersonal, verbal, written and presentation communication skills
- Effective leadership and negotiation skills
- Thorough knowledge of a business line or function area

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.  

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.