Join USAA as a Customer Service Advisor and empower members to achieve financial security. In this role, you will manage workforce performance in a contact center, enhance scheduling efficiency, and drive key performance metrics, all while supporting the military community.
Key Responsibilities
Develop contact or claims center schedules for resource efficiency
Identify scheduling issues using data insights
Analyze data to improve scheduling execution
Maintain effective alignment of schedules to business demand
Build relationships with suppliers and departments
Review trends and business case development for process improvement
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
Knowledge and application of data analysis tools
Experience with workforce management tools like NICE IEX
Strong relationship skills and communication abilities
Proficient in Microsoft Office (Word, Excel, PowerPoint)
Preferred Qualifications
US military experience or a military spouse/domestic partner
Experience in large financial services institutions
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 holidays and volunteer hoursCareer path planning and continuing education