Workforce Management Analyst II

About the role

USAA seeks a dedicated Workforce Management II to manage contact or claims center workforce performance. This role involves developing schedules, monitoring trends, and providing guidance on scheduling and time off processes.

Responsibilities

• Develops contact or claims center schedules to ensure maximum resource efficiency.
• Identifies scheduling gaps using business and strategic supplier data.
• Maintains business schedule processes and data for effective alignment with demand.
• Maintains relationships with suppliers and cross-functional departments to meet service level objectives.
• Builds and maintains internal and external business partner relationships to address and resolve scheduling issues.
• Maintains oversight and update authority for skill template management to align with role and peer group strategy.
• Engages in workforce strategy projects and validates strategies with appropriate areas within Call Center Solutions or Claims Workforce Management.
• Identifies and addresses risks associated with business activities in line with risk and compliance policies.

Requirements

• Bachelor's degree or 4 years of relevant education/experience.
• 2 years of workforce management planning experience in a contact or claims center environment.
• Proficient in workforce management tools, data analysis, telecommunications tools, and contact center routing systems.
• Experience with workforce management tools and software such as NICE IEX.
• Excellent relationship, verbal, and written communication skills, and ability to identify root cause/solutions.
• Proficiency in Microsoft Office tools including Word, Excel, PowerPoint.

Qualifications

• Real-time management experience in a centralized call center environment.
• Experience in large call centers (1000+ representatives).
• Knowledge of developing contact center real-time management to inform member service efficiencies.
• Experience identifying and addressing performance trends and gaps in real time.
• Experience serving as a resource to team members on escalated issues.
• Experience making real-time adjustments to remediate performance gaps.

Benefits

• Comprehensive medical, dental, and vision plans.
• 401(k) and pension plans.
• Life insurance.
• Paid time off program with paid holidays plus 16 paid volunteer hours.
• Variety of wellness programs.
• Career path planning and continuing education.