Workforce Management Analyst II

USAA•San Antonio, VA

2d•Hybrid

About The Position

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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs. The Opportunity As a dedicated Workforce Management II, you will be responsible for contact or claims center workforce management performance (ex. daily staff requirements, schedule efficiency, and time off). Provides front-line contact center managers and employees guidance and direction for scheduling and time off processes. Monitors contact or claims center trends to plan to maximize efficiency and ensure the contact or claims center meets key performance metrics. 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, Colorado Springs, CO , Charlotte, NC, Chesapeake, VA or Tampa, FL . Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
2 years of experience in workforce management planning within a contact or claims center environment.
Proficient knowledge and application of workforce management tools & data analysis tools, telecommunications tools, and contact center routing systems.
Working experience with workforce management tools and/or software such as NICE IEX.
Relationship skills, verbal and written communication and ability to identify root cause / solutions.
Proficient in Microsoft Office software tools to include Word, Excel, PowerPoint.

Nice To Haves

Real-time management experience in a centralized call center environment.
Experience working in a large call center environment (1000+ representatives).
Experience developing contact center real-time management knowledge to feed business decisions in support member service efficiencies.
Experience identifying performance trends and gaps in real time and developing solutions to remediate.
Experience serving as a resource to team members on escalated issues.
Experience making real-time scheduled activity adjustments to remediate performance gaps.

Responsibilities

Responsible for developing contact or claims center schedules to ensure maximum efficiency of resources to meet member demand.
Responsible for proactively identifying contact or claims center scheduling gaps utilizing business and strategic supplier data.
Provides insights and recommendations on process improvements based on data insights.
Maintains business schedule processes and data to ensure effective alignment of schedules to business demand.
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.
Participates in workforce strategy projects; engages appropriate areas within Call Center Solutions or Claims Workforce Management to review and validate strategies.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.