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 (Mid-Level) you will be responsible for contact or claims center workforce management performance such as daily staff requirements, schedule efficiency, and time off). You will provide contact center managers and employees guidance and direction for scheduling and time off processes. You will monitor contact or claims center trends to plan to maximize efficiency and ensure the contact or claims center meets key performance metrics.
In addition, you will play an important role in Claims Workforce Management Real Time Monitoring, supporting USAA’s P&C Auto & Property Claims teams as well as Claims Contact Center. Serving as Claims Command Center, they will utilize workforce management technologies, enterprise data sources, performance applications, and offshore Contractors to provide real-time oversight and support, to include forecasting capacity needs, volume, and subsequent fluctuations to support operational performance needs of Claims and Contact Center teams.
We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: Chesapeake, VA/Colorado Springs, CO/Phoenix, AZ/San Antonio, TX and Tampa, FL.
Relocation assistance is not available for this position.
What you'll do:
Be responsible for developing contact or claims center schedules to ensure maximum efficiency of resources to meet member demand in a large and/or complex environment.
Be responsible for proactively identifying contact or claims center scheduling issues utilizing business and strategic supplier data insights. Analyze data and provide recommendations to influence and improve scheduling execution.
Maintain business schedule processes and data to ensure effective alignment of schedules to business demand.
Oversee complex contact center business processes and information ensuring integration with strategic suppliers.
Manage and maintain effective relationships with suppliers and cross-functional departments to ensure service level objectives are met.
Build and maintain internal and external business partner relationships to proactively identify, report, and resolve scheduling issues and deliver on performance.
Maintain oversight and update authority to skill template management to ensure MSR skill sets align with MSR role / peer group supporting contact center strategy.
Review trends and develops business case to improve processes.
Participate as subject matter expert in enterprise, line of business, or internal projects on workforce strategies; engage appropriate areas within Contact Center Solutions or Claims Workforce Management to validate strategies.
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
What you have:
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.
Strong 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.
What sets you apart:
4 years of Workforce Management experience including a strong proficiency in general staffing concepts, real time operations, forecasting and capacity planning.
In-depth knowledge of call center metrics and KPIs.
Forecasting experience, to include, capacity, impact to performance, metric analysis, business containment, and more.
Experience with NICE/WFM platform and real time adherence management.
Excellent organizational, multi-tasking, and prioritization skills.
Analytical skills including the ability to read, interpret and make staffing decisions based on service levels and forecasted performance.
Strong written and verbal communication with the ability to be a storyteller highlighting data, trends, and offering solutions.
Analyze and evaluate relevant, complex business data, information, metrics, and processes to provide essential forecasting as well as identify opportunities and solutions to business execution.
Make tactical decisions and provide real-time recommendations to adjust staffing levels and resource allocation to optimize performance during standard days as well as CAT related surges in workload.
Serve as an informal leader, guiding the actions of others to ensure efficient and effective operation.
Work non-core hours including evenings, weekends, and holidays.
US military experience through military service or a military spouse/domestic partner.
Compensation range: The salary range for this position is: $63,590 - $121,530.
USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).
Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.
Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.
Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.
For more details on our outstanding benefits, visit our benefits page on USAAjobs.com.
Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.
USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
