At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice
Job Summary
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice.
As a Workforce Management Analyst I, you will play a key role in monitoring and optimizing intraday performance across our contact centers to ensure service levels are met.
USAA offers best-in-class benefits including comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, and career development opportunities.
Matching Summary
At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice.
Salary
Base: $63,590 - $114,450; Bonus/Equity: Pay incentives based on performance; Benefits: Comprehensive medical, dental, vision, 401(k), pension, life insurance, paid time off
Skills & Requirements
Must-have
workforce management planning
contact center scheduling
real-time queue monitoring
data analysis tools
workforce management software
Microsoft Office proficiency
Nice-to-have
strong decision-making skills
effective communication skills
relationship management
intraday staffing adjustments
business process improvement
Key Requirements
Bachelor’s degree or 4 years related experience
4 years workforce management experience
experience with NICE IEX or similar tools
knowledge of contact center routing systems
US work authorization without sponsorship
Work Rights
Must have US work authorization without sponsorship