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Job Description
Join USAA as a Workforce Management Analyst, where you will optimize scheduling for our contact and claims centers, ensuring efficiency and performance. Collaborate with teams to analyze data and improve processes while enjoying a flexible work environment and comprehensive benefits.
Key Responsibilities
Develop contact or claims center schedules for efficiency
Identify scheduling issues using data insights
Maintain business schedule processes
Oversee complex contact center business processes
Manage relationships with suppliers and departments
Review trends and improve processes
Participate in workforce strategy projects
Identify and control risks associated with business activities
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 relationship skills and communication abilities
Proficiency in Microsoft Office tools
Preferred Qualifications
4 years of Workforce Management experience
In-depth knowledge of call center metrics and KPIs
Forecasting experience
Experience with NICE/WFM platform and real-time adherence management
Excellent organizational and prioritization skills
Analytical skills for staffing decisions
US military experience or a military spouse/domestic partner
Benefits & Perks
Comprehensive medical, dental and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off with additional paid volunteer hoursWellness programsCareer path planning and continuing education