Join USAA as a Workforce Management Analyst and play a vital role in optimizing contact center operations. You'll leverage data insights to enhance scheduling efficiency, ensuring we meet the needs of our members while promoting a culture of service and integrity.
Key Responsibilities
Develop contact or claims center schedules to maximize resource efficiency
Analyze data to identify scheduling issues and provide recommendations
Maintain business schedule processes aligned with demand
Manage relationships with suppliers and cross-functional departments
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
Demonstrated knowledge of data analysis tools and contact center routing systems
Working experience with workforce management tools and/or software such as NICE IEX
Strong relationship skills and ability to identify root cause/solutions
Strong knowledge of Microsoft Office software tools
Preferred Qualifications
4 years of Workforce Management experience with proficiency in staffing concepts and forecasting
In-depth knowledge of call center metrics and KPIs
Excellent organizational, multi-tasking, and prioritization skills
Strong analytical skills for data interpretation
US military experience or military spouse/domestic partner
Benefits & Perks
Comprehensive medical, dental and vision plans401(k) and pensionLife insurance and parental benefitsAdoption assistancePaid time off program with paid holidays16 paid volunteer hoursVarious wellness programs and career path planning