Join USAA as a Customer Service Advisor and play a crucial role in enhancing workforce management performance. You will develop schedules, analyze data, and ensure that contact center operations meet key performance metrics, all while working remotely in a supportive environment.
Key Responsibilities
Develop contact center schedules for resource efficiency
Identify and resolve scheduling issues
Analyze data for scheduling improvements
Maintain business schedule processes
Manage relationships with suppliers and departments
Review trends and develop business cases for process improvement
Participate in workforce strategy projects
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 contact center systems
Experience with workforce management tools like NICE IEX
Strong communication skills
Proficiency in Microsoft Office
Preferred Qualifications
US military experience or as a military spouse
Experience in a large financial services institution
Experience in issues management initiatives
Benefits & Perks
Comprehensive medical, dental, and vision plans401(k) and pensionLife insuranceParental benefits and adoption assistancePaid time off and holidaysPaid volunteer hoursCareer path planning and continuing education