Workforce Management Analyst II

About the role

USAA seeks a dedicated Workforce Management II to join our team. Our mission is to empower our members to achieve financial security through competitive products, exceptional service, and trusted advice. We are committed to being the #1 choice for the military community and their families.

Responsibilities

• Develop contact or claims center schedules to ensure maximum efficiency of resources to meet member demand.
• Proactively identify contact or claims center scheduling gaps utilizing business and strategic supplier data.
• Maintain business schedule processes and data to ensure effective alignment of schedules to business demand.
• Maintain effective relationships with suppliers and cross-functional departments to ensure service level objectives are met.
• Build and maintain internal and external business partner relationships to proactively identify, report, and resolve scheduling issues and deliver on performance.
• Maintain oversight and update authority to skill template management to ensure MSR skill sets align with MSR role / peer group supporting contact center strategy.
• Participate in workforce strategy projects; engage appropriate areas within Call Center Solutions or Claims Workforce Management to review and validate strategies.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Requirements

• Bachelor's degree; OR 4 years of relevant education and/or experience.
• 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.

Qualifications

• Real-time management experience in a centralized call center environment.
• Experience working in a large call center environment (1000+ representatives).
• Experience developing contact center real-time management knowledge to feed business decisions in support member service efficiencies.
• Experience identifying performance trends and gaps in real time and developing solutions to remediate.
• Experience serving as a resource to team members on escalated issues.
• Experience making real-time scheduled activity adjustments to remediate performance gaps.

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.
• Variety of wellness programs.
• Career path planning and continuing education.

Pay

The salary range for this position is: $54,550-$94,910. USAA does not provide visa sponsorship for this role. Applicants must not require visa sponsorship now or in the future.

Schedule

This position can be based in one of the following locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.