Customer Service Advisor

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Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

About

Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Workforce Management Analyst I, you will be responsible for contact or claims center workforce management performance such as daily staff requirements, schedule efficiency, and time off). Provides contact center managers and employees guidance and direction for scheduling and time off processes. Monitors contact or claims center trends to plan to improve efficiency and ensure the contact or claims center meets key performance metrics.

This position can work remotely in the continental U.S. with occasional business travel.

What You'll Do

• Responsible for developing contact or claims center schedules to ensure maximum efficiency of resources to meet member demand in a large and/or sophisticated environment.
• Responsible for proactively identifying contact or claims center scheduling issues utilizing business and strategic supplier data insights.
• Analyzes data and provides recommendations to influence and improve scheduling execution.
• Maintains business schedule processes and data to ensure effective alignment of schedules to business demand.
• Leads all aspects of complex contact center business processes and information ensuring integration with strategic suppliers.
• Manages and maintains effective relationships with suppliers and cross-functional departments to ensure service level objectives are met.
• Builds and maintains internal and external business partner relationships to proactively identify, report, and resolve scheduling issues and deliver on performance.
• Maintains oversight and update authority to skill template management to ensure MSR abilities align with MSR role / peer group supporting contact center strategy.
• Reviews trends and develops business case to improve processes.
• Participates as subject matter expert in enterprise, line of business, or internal projects on workforce strategies; engages appropriate areas within Contact Center Solutions or Claims Workforce Management to validate strategies.
• Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

• Bachelor’s Degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 4 years of experience in workforce management planning within a contact or claims center environment.
• Demonstrated knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems.
• Working experience with workforce management tools and/or software such as NICE IEX.
• Positive relationship skills, verbal and written communication and ability to identify root cause / solutions.
• Strong knowledge and application of Microsoft Office software tools to include Word, Excel, PowerPoint.

• US military experience through military service or a military spouse/domestic partner
• Experience supporting contact center or back-office operations workforce management in a large financial services institution applying third party, international vendors
• Experience handling remediation and issues management initiatives