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Customer Service Advisor

USAA

Glendale, AZ
1 month ago
$63,590 - $114,450

Job Description

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