Workforce Management Analyst I (Life Company - Contact Center Operations)

USAA • Tampa, FL

2d • 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 Workforce Management Analyst I, you will play a key role in monitoring and optimizing intraday performance across our contact centers. You will be responsible for real-time workforce management activities such as monitoring queues, managing adherence, responding to staffing variances, and executing intraday staffing strategies. You will provide timely guidance to contact center leaders and employees to ensure service levels are met and scheduling processes are followed. You will actively track performance trends throughout the day and take appropriate actions to maintain operational stability and support an excellent member experience. 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, Phoenix, AZ 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.
• 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.

Nice To Haves

• Hands-on experience managing real-time performance in a contact center, including queue monitoring and intraday staffing adjustments.
• Strong decision-making skills with the ability to take timely action and clearly communicate impacts to operations.
• Ability to quickly interpret intraday trends to identify issues affecting service levels or adherence.
• Strong partnership skills and comfort working directly with operations to resolve real-time challenges.

Responsibilities

• 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.
• 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.
• Oversees 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 skill sets 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, monitored, and controlled in accordance with risk and compliance policies and procedures.

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.

What This Job Offers

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