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Job Description
Join USAA as a Customer Service Advisor where you'll optimize workforce management in a dynamic contact center environment. Play a crucial role in scheduling efficiency and support the mission of empowering members to achieve financial security.
Key Responsibilities
Develop contact/claims center schedules for efficiency
Identify scheduling issues using data insights
Provide recommendations for scheduling execution improvement
Maintain business schedule processes and data
Manage relationships with suppliers and departments
Oversee skill template management
Review trends for process improvement
Participate as a subject matter expert in workforce strategies
Identify and manage business risks
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 of data analysis tools and telecommunications tools
Experience with workforce management tools/software
Strong relationship skills and communication abilities
Proficient in Microsoft Office tools
Preferred Qualifications
US military experience or military spouse/domestic partner
Experience in large financial services institution
Experience in remediation and issues management
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off plus additional volunteer hoursWellness programsCareer path planning and continuing education