Contact Center Analyst NCC - Leadership and Support

The Contact Center Analyst assists in scheduling the most accurate number of contact center specialists in a given time period to match the volume of inbound calls. Under close supervision, this job aims to improve both workplace efficiency and staff retention.

• Key Responsibilities and Duties
• + Assists with forecasting the number of inbound calls for upcoming periods to predict future workload and necessary staff.

+ Compiles data on staff performance, call handling ability, availability, etc. to determine the most time and cost effective schedule for contact centers. + Ensures the contact center is properly staffed and running smoothly during the planned schedule period. + Plans for unexpected conflicts in order to re-forecast and ensure service levels are being met. + Assists with creating spreadsheets to efficiently keep track of staff schedules.

• Educational Requirements
• + University (Degree) Preferred
• Work Experience
• + No Experience Required
• Physical Requirements
• +

Physical Requirements:

Sedentary Work

• Career Level
• 5

IC Required Skills:

+ 3yrs of working experience + 2+yrs of experience in contact center + Excel experience

Preferred Skills:

+ Analytical + Prior experience with scheduling software + Experience with Microsoft office and zoom Related Skills Business Analysis, Collaboration, Communication, Data Analysis, Influence, Market/Industry Dynamics, Predictive Modeling, Problem Solving, Statistics

• Anticipated Posting End Date:

• 2026-05-20

Base Pay Range:

$24.04/hr - $35.24/hr Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans). _____________________________________________________________________________________________________

• Company Overview
• Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.
• Our Culture of Impact
• At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges.

We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.

• Benefits and Total Rewards
• The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates.

That's why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary (https://www.tiaa.org/public/pdf/benefits-at-a-glance.pdf) .

• Equal Opportunity
• We are an Equal Opportunity Employer.

TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status. Our full EEO & Non-Discrimination statement is on our careers home page (https://careers.tiaa.org/) , and you can read more about your rights and view government notices here (https://www.dol.gov/general/topics/posters) .

• Accessibility Support
• TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone:

(800) 842-2755

Email:

accessibility.support@tiaa.org

• Drug and Smoking Policy
• TIAA maintains a drug-free and smoke/free workplace.
• Privacy Notices
• For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here (https://www.

tiaa.org/public/tiaa-nuveen-privacy) . For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here (https://www.tiaa.org/public/tiaa-nuveen-ca-privacy) . For Applicants of TIAA Global Capabilities, click here (https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice) . For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) . TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.

• Privacy Notices
• + For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here (https://www.

tiaa.org/public/tiaa-nuveen-privacy) . + For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here (https://www.tiaa.org/public/tiaa-nuveen-ca-privacy) . + For Applicants of TIAA Global Capabilities, click here (https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice) . + For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) .

• Nondiscrimination & Equal Opportunity Employment
• TIAA is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace.

EEO is the Law (https://assets.phenompeople.com/CareerConnectResources/TIAAGLOBAL/documents/22-088\_EEOC\_KnowYourRights-1688394514088.pdf) Pay Transparency Philadelphia Ban the Box (https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf)