Workforce Management Analyst I

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 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 center workload management performance (ex. Daily staff requirements, schedule efficiency, and time off). Develops and delivers on-boarding contact center scheduling training to management and contact center employees. Builds and maintains internal and external business partner relationships to proactively identify, report, and solve scheduling issues and deliver on performance. Coordinates business schedule processes and data to ensure effective integration with strategic call center suppliers. Monitors call center patterns to plan and complete efficiency and key performance indicators.
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.
Relocation assistance is not available for this position.

The Opportunity

• Responsible for proactively identifying contact center scheduling issues applying business and strategic supplier data insights.
• Analyzes data and provides recommendations to influence and improve scheduling execution.
• Develops and delivers scheduling training to managers and employees on tools and schedule processes.
• Oversees sophisticated contact center business processes and information ensuring integration with strategic suppliers.
• Manages and maintains effective relationships with suppliers to ensure service level objectives are met.
• Reviews trends and makes recommendations to management on process improvements.
• Partners with cross-functional areas to better determine headcount, volumes, and budget/spend.
• Present fluctuations to management, make recommendations and adjust resources as needed.
• Participates as subject matter expert in enterprise, line of business, or internal projects on workload strategies; engages appropriate areas within Call Center Solutions to validate strategies.
• Ensures risks associated with business activities are effectively 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.
• 4 years of experience in Workforce Management planning within a contact center environment.
• Solid understanding and application of data analysis tools, telecommunications tools, contact routing and/or workload delivery systems.
• Working experience with Workforce Management tools and software such as Verint, IEX and Aspect.
• Positive relationship skills, verbal and written communication and ability to identify root cause / solutions.
• Solid understanding and application of Microsoft Office software tools to include Word, Excel, PowerPoint.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner
• Experience applying Workforce Management tools within a financial services contact center
• Previous experience with Workforce Management systems, like NICE and Decisions.

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 - $110,000.

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.