Join USAA as a Workforce Management Analyst I and play a crucial role in optimizing contact center scheduling and efficiency. You'll leverage data insights to enhance performance and ensure member satisfaction while working in a values-driven environment.
Key Responsibilities
Develop contact or claims center schedules for efficiency
Identify scheduling issues using data insights
Analyze data and recommend improvements
Maintain business schedule processes
Manage relationships with suppliers and departments
Oversight of skill template management
Review trends and develop business cases for improvements
Participate in projects on workforce strategies
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 telecommunications
Working experience with workforce management tools such as NICE IEX
Positive relationship skills and communication abilities
Strong knowledge of Microsoft Office software
Preferred Qualifications
US military experience or military spouse/domestic partner
Experience in large financial services institutions
Experience with remediation and issues management initiatives
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off with holidays and volunteer hoursWellness programs and career path planning