Job Description

Salary: $63,590 - 114,450 per year Requirements:

• We are seeking candidates with a Bachelor's Degree, or alternatively, four years of relevant experience in workforce management planning within a contact or claims center environment can replace the degree requirement. A minimum of four years of experience in workforce management is essential, as well as demonstrated expertise in data analysis tools, telecommunications tools, and contact center routing systems. You should have working experience with workforce management tools and/or software, such as NICE IEX. Strong communication skills—both verbal and written—and the ability to identify root causes and solutions are vital. Proficiency in Microsoft Office tools, including Word, Excel, and PowerPoint, is also required.

• As a Workforce Management Analyst I, I will be accountable for managing contact or claims center workforce performance, focusing on daily staffing needs, scheduling efficiency, and managing time off. I will guide contact center managers and staff on scheduling and time off processes. Monitoring trends in the contact or claims center will be part of my role to enhance efficiency and ensure we meet key performance metrics. I will develop schedules for the contact or claims center to ensure we maximize resources to meet member demand, proactively addressing any scheduling challenges through data insights. Additionally, I will maintain business scheduling processes and work to establish effective relationships with suppliers and cross-functional departments to ensure service level goals are met. My responsibilities will include overseeing skill template management and analyzing trends to drive process improvements.

• Support
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At USAA, our mission is to empower our members in achieving financial stability through top-notch products, exceptional service, and trusted advice. We strive to be the premier choice for the military community and their families. By joining USAA, you'll embrace a rewarding career aligned with our core values of honesty, integrity, loyalty, and service—qualities that guide our interactions with each other and our members. This remote position within the continental U.S. requires occasional business travel. Our compensation ranges from $63,590 to $114,450 based on experience and market data for the position. We do not provide visa sponsorship for this role, so please refrain from applying if you may require immigration support. Our employees enjoy a comprehensive benefits package focused on physical, financial, and emotional wellness. We encourage interested candidates to apply promptly, as applications are accepted on an ongoing basis. USAA is an Equal Opportunity Employer and all qualified applicants will be considered for employment irrespective of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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