Job Description

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 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.

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: Chesapeake, VA/Colorado Springs, CO/Phoenix, AZ/San Antonio, TX and Tampa, FL.

Relocation assistance is not available for this position.

What you'll do:

• Be responsible for collecting, analyzing, and reporting on workforce metrics. Utilizes data to deliver on solutions for capacity planning within the operational contact or claims centers.

• Provide oversight in maintaining business schedule processes and data to ensure effective alignment of schedules to business demand.

• Manage relationships with strategic suppliers to ensure scheduling processes across all lines of business are standardized with approved variance.

• Manage and maintain strategic supplier Quality Management and Operational Guidelines. Build and maintain relationships with internal business units and leaders.

• Participate as a subject matter expert on contact or claims center projects for workflow process improvements.

• Partner with cross-functional areas to better determine headcount, volumes, and budget/spend for daily support as well as campaign strategies. Present fluctuations to management and adjust resources as needed.

• Conduct analysis on workforce scheduling to identify trends and make recommendations to leaders on performance improvement.

• Serve as a resource to team members on escalated issues and/or complex matters.

• Ensure risks associated with business activities are effectively identified, measured, monitored, 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.

• 6 years of experience in workforce management planning within a contact or claims center environment.

• Advanced knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems.

• Advanced knowledge and experience with workforce management tools and/or software such as NICE IEX.

• Demonstrated relationship skills, verbal and written communication and ability to identify root cause / solutions.

• Advanced knowledge and application of Microsoft Office software tools to include Word, Excel, PowerPoint.

What sets you apart:

• 8+ years of Workforce Management experience including a strong proficiency in general staffing concepts, real time operations, forecasting and capacity planning.

• Extensive forecasting experience, to include, capacity, impact to performance, metric analysis, business containment, and more.

• Experience with NICE/WFM platform.

• In-depth knowledge of call center metrics and KPIs.

• Strong analytical skills including data mining, interpretation, and visualization experience, to include SQL, Snowflake, Excel, and related platforms.

• Extensive experience designing and creating consumable data reporting.

• Strong written and verbal communication with the ability to be a storyteller highlighting data, trends, and offering solutions.

• Analyze and evaluate relevant, complex business data, information, metrics, and processes to provide essential forecasting as well as identify opportunities and solutions.

• Make tactical decisions and provide real-time recommendations to adjust staffing levels and resource allocation to optimize performance during standard days as well as CAT related surges in workload. 

• Serve as an informal leader, guiding the actions of others to ensure efficient and effective operations.

• Work non-core hours including evenings, weekends, and holidays.

• US military experience through military service or a military spouse/domestic partner.

Compensation range: The salary range for this position is: $85,040 - $162,550. 

USAA does not provide visa sponsorship for this role. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). 

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.

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

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.

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, 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.

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