Join USAA as a Customer Service Advisor, where you'll enhance workforce management in our contact center, ensuring efficiency and meeting performance metrics. Embrace a fulfilling career dedicated to serving military families and making a meaningful impact.
Key Responsibilities
Develop contact center schedules for resource efficiency
Identify scheduling issues using data insights
Analyze data and provide scheduling recommendations
Maintain business schedule processes
Manage relationships with suppliers and departments
Identify and resolve scheduling issues with partners
Review trends and develop business cases for improvement
Participate in workforce strategy projects
Ensure compliance with risk and policies
Required Qualifications
Bachelor’s Degree or 4 years of related experience
4 years of experience in workforce management planning within a contact or claims center environment
Knowledge of data analysis tools and contact center routing systems
Experience with workforce management tools such as NICE IEX
Strong verbal and written communication skills
Proficiency in Microsoft Office tools including Word, Excel, and PowerPoint
Preferred Qualifications
US military experience or military spouse/domestic partner
Experience in a large financial services institution
Experience in issues management initiatives
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pension plansLife insuranceParental benefits and adoption assistancePaid time off with holidays and volunteer hoursWellness programsCareer path planning and continuing education