Business Support Analyst II - Intermediate Capacity Planner

USAA • Tampa, FL

1d • Hybrid

About The Position

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 Business Support Analyst II as an Intermediate Capacity Planner, you will be responsible reconciling, validating and forecasting 3P monthly invoices (& expense), ensuring integration into the monthly financial forecast process for the Bank Omni contact center and aligning with the monthly capacity planning process. 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: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL. Relocation assistance is not available for this position.

Requirements

• 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.
• 2 years of business support experience in an analyst capacity supporting business planning initiatives and/or operations experience, including: requirement gathering and documentation, operational planning and forecasting, data analytics, or current/future state analysis, in direct support of business planning initiatives and optimization of business operations.
• Proficient level experience in a wide-variety of systems coordination, process/product review initiatives and the development of management information requirements for related business functions.

Nice To Haves

• 2 years contact center workforce management or contact center operational experience.
• Familiarity with 3rd party contact center operations, contracts and billing.
• Extensive Microsoft Office expertise, to include advanced spreadsheeting skills in Microsoft Excel and proficiency in PowerPoint.
• Advanced data analytical experience, turning data into insights.
• Previous experience aligning contact center capacity plans to strategic financial forecasts.
• Demonstrated ability to effectively communicate (written and verbal) and influence at all levels.
• Proven problem-solving skills.
• US military experience through military service or a military spouse/domestic partner

Responsibilities

• Provides operational support on current processes and supports business operations and management in identifying opportunities and solutions to meet current and future business needs.
• Organizes and defines parameters of assigned projects and assembles relevant data for said project(s).
• Validates information and interfaces with other departments to include presentations of documented findings, alternatives and recommended actions.
• Gathers information, analyzes data and trends, identifies root causes, and develops recommendations to improve business operations.
• Reviews, validates, and/or analyzes reports that function as a control to existing processes.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Benefits

• Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level