Workforce Management Analyst II (Real Time)

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 II (Real-Time), you will be responsible for contact center workload 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 solve scheduling issues and deliver on performance.

The Workforce Management Analyst II (Real-Time), oversees business schedule processes and data to ensure effective integration with strategic call center suppliers. You monitor call center patterns to plan and actionize on productivity and key performance indicators.

You will also be responsible for identifying performance gaps in real time, service as a resource to team members on escalated issues, develop Contact Center Real Time Management knowledge to feed business decisions in support Member Service efficiencies, identify performance trends and develop solutions to remediate, and makes real time scheduled activity adjustments to remediate performance gaps.

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, or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

• Responsible for developing contact center schedules to ensure maximum efficiency of resources to meet member demand.
• Responsible for proactively identifying contact center scheduling gaps using business and strategic supplier data. Provide insights and recommendations on process improvements based on data insights.
• Maintain business schedule processes and data to ensure effective alignment of schedules to business demand.
• 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 skills 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 optimally identified, measured, supervised, 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.
• 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.

What sets you apart:

• 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.

Compensation range: The salary range for this position is: $54,550- $97,750.

USAA does not provide visa sponsorship for this role. Please do