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Job Description
Join USAA as a Workforce Management Analyst I, where you'll enhance the efficiency of contact center operations. You'll develop schedules, analyze data, and collaborate with teams to meet performance metrics, all while enjoying a comprehensive benefits package.
Key Responsibilities
Develop contact or claims center schedules for maximum efficiency
Identify scheduling issues using data insights
Analyze data and provide recommendations for scheduling improvements
Maintain business schedule processes and data alignment
Lead complex contact center business processes
Manage relationships with suppliers and cross-functional departments
Build and maintain relationships with business partners
Maintain oversight of skill template management
Review trends and develop business cases for process improvement
Participate as a subject matter expert in workforce strategies
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 and application of data analysis tools, telecommunications tools, and contact center routing systems
Working experience with workforce management tools and/or software such as NICE IEX
Positive relationship skills and verbal/written communication
Strong knowledge of Microsoft Office tools
Preferred Qualifications
US military experience through military service or a military spouse/domestic partner
Experience supporting contact center or back-office operations workforce management in a large financial services institution
Experience handling remediation and 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 hoursVarious wellness programsCareer path planning and continuing education