Join USAA as a Workforce Management Analyst I, where you'll enhance contact center efficiency through strategic scheduling and data analysis. This role offers the chance to make a significant impact on service delivery for military members and their families while enjoying robust benefits and career development opportunities.
Key Responsibilities
Develop contact or claims center schedules for efficiency
Identify scheduling issues using business insights
Analyze data to improve scheduling execution
Maintain schedule processes and data alignment
Lead complex contact center business processes
Manage relationships with suppliers and departments
Build internal and external business partner relationships
Maintain oversight of skill template management
Review trends to develop business cases for process improvement
Participate in workforce strategies as a subject matter expert
Required Qualifications
Bachelor’s Degree or 4 years of related experience
4 years of experience in workforce management planning
Knowledge of data analysis tools, telecommunications tools, and contact center routing systems
Experience with workforce management tools/software such as NICE IEX
Strong verbal and written communication skills
Proficient in Microsoft Office tools (Word, Excel, PowerPoint)
Preferred Qualifications
US military experience or military spouse/domestic partner
Experience in financial services workforce management
Experience in remediation and issues management
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off with paid holidays and volunteer hoursWellness programsCareer path planning and continuing education