Join USAA as a Workforce Management Analyst I, where you'll optimize workforce performance in contact or claims centers. You will analyze data to enhance scheduling efficiency and ensure operational success, all while working in a values-driven environment focused on service and integrity.
Key Responsibilities
Develop contact/claims center schedules for resource efficiency
Identify scheduling issues using business insights
Analyze data and provide recommendations for scheduling
Maintain business schedule processes and data alignment
Lead complex contact center business processes
Manage relationships with suppliers and departments
Ensure alignment of skills with contact center strategy
Review trends and develop business cases for improvement
Participate as a subject matter expert in workforce strategies
Identify and manage risks associated with business activities
Required Qualifications
Bachelor’s Degree or 4 years of related experience
4 years of experience in workforce management planning
Knowledge of data analysis tools and telecommunications tools
Experience with workforce management tools/software
Strong verbal and written communication skills
Proficient in Microsoft Office (Word, Excel, PowerPoint)
Preferred Qualifications
US military experience or military spouse/domestic partner
Experience in financial services workforce management
Experience with issues management initiatives
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pension plansLife insuranceParental benefitsAdoption assistancePaid time off with holidays and volunteer hoursWellness programsCareer path planning and continuing education assistance