Join USAA as a Workforce Management Analyst I to optimize contact center schedules and enhance operational efficiency. You'll analyze data, identify trends, and ensure resources align with member demand, all while working in a supportive and mission-driven environment.
Key Responsibilities
Develop contact or claims center schedules for maximum efficiency
Identify scheduling issues using data insights
Analyze data to improve scheduling execution
Maintain business schedule processes and data
Manage relationships with suppliers and departments
Review trends and develop business cases for process improvement
Ensure risks are identified and controlled
Required Qualifications
Bachelor’s Degree or 4 years of related experience
4 years of experience in workforce management planning
Demonstrated knowledge of data analysis tools and contact center routing systems
Experience with workforce management tools/software
Strong communication skills and ability to identify root causes
Proficient in Microsoft Office tools
Preferred Qualifications
US military experience or as a military spouse/domestic partner
Experience in a large financial services institution
Experience with remediation and issues management
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off and holidays16 paid volunteer hoursWellness programsCareer path planning and continuing education