Customer Service Coordinator

---

Job description

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

The Opportunity

As a dedicated Workforce Management Analyst Senior (Real-Time), you will be responsible for contact center workload management performance (ex. daily staff requirements, schedule efficiency, and time off). Workforce Management Analyst Senior (Real-Time) builds and maintains internal and external business partner relationships to proactively identify, report and solve scheduling issues and deliver on performance. You will lead business schedule processes and data to ensure effective integration with strategic call center suppliers. This role also, monitors the call center patterns to plan and actionize productivity and key performance indicators.

Additional responsibilities may include: involvement in the larger scale strategy for Bank Omni Intraday performance, serves as a resource to team members on escalated issues and/or complex matters, acts as subject matter expert on contact center real time management to feed business decisions in support Member Service efficiencies, and identifies performance trends and develops solutions to remediate.

We offer a flexible work environment that requires an individual to be in the office 4 days per week which will include 1 weekend day. This position can be based in one of the following locations: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

Additional coverage may be needed during the hours of 8am-10pm central time Monday-Friday, 7:30am-8pm central time Saturday, and 7:30am-6pm central time Sunday between the team members.

What you'll do:

• 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.

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

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

• Manages and maintains strategic supplier Quality Management and Operational Guidelines. Builds and maintains relationships with internal business units and leaders.

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

• Partners 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.

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

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

• Ensures 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 higher OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.

• 6 or more 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:

• Expert level knowledge of contact center business strategy.

• A deep understanding of real-time management changes and the impact to performance and championing RTM strategy by supporting, advising, and educating peers.

• Prior involvement driving the larger scale strategy for contact center performance.

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

• Experience acting as subject matter expert on contact center real time management.

• Experience identifying performance trends and developing solutions to remediate.
  

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: $89,990.00-$172,000.00

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 .

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.