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As a dedicated Workforce Management Analyst Senior, you will be responsible for contact or claims center workforce management performance (ex. Daily staff requirements, schedule efficiency, and time off). You will build and maintain internal and external business partner relationships to proactively identify, report, and resolve scheduling issues and deliver on performance. 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, you 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.
