Customer Service Advisor at USAA

Why USAA?

Why USAA?

Let’s do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation’s military, but we all share in the mission to give back to those who did. We’re working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty, and service. They’re what guides everything we do – from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Workforce Management Analyst I, you will be responsible for contact or claims center workforce management performance such as daily staff requirements, schedule efficiency, and time off).  Provides 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 must work hybrid to any of our regional office locations: San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Tampa Campus, FL, Plano Legacy, TX, Chesapeake, VA, or Charlotte, NC. Relocation assistance is not available for this position.

What you’ll do:

• 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.

What you’ll 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.
• 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.

What sets you apart:

• Prior workforce planning experience to include scheduling, forecasting and capacity planning experience.
• 4+ years performing analytical work related to contact center staffing using excel.
• Experience using NICE/WFM platform.
• Experience providing oversight and guidance to 3rd party suppliers.
• Excellent organizational, multi-tasking, and prioritization skills.
• Strong presentation and communication skills, both written and verbal, as you will be in communication with operational leaders and executives.
• 1+ years of process documentation experience.
• Ability to work out of one of our Regional office locations 4 days a week.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

What we offer:

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $61,110-$116,800.

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

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, please visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.