Customer Service Advisor

Why USAA?

The Opportunity

• Conducts CoSA and Enterprise complex specific scenario modeling and gap analysis that reflects multi-skill forecasted workforce variables, projects, and operational objectives including accurate and timely workforce predictions for budgeting, planning and pipeline exercises.
• Gathers, influences, and applies business intelligence from CoSA leaders and support partners as well as emerging trends that drive model injects to improve forecast accuracy.
• Leads the development of complex or unique short-term and/or long-term tactical and strategic capacity plans that reflect internally prepared forecasted workforce factors, shrinkage, attrition, and staffing both internal and 3P.
• Prepares written documentation and summaries on findings for delivery to executives.
• Provides expert knowledge of the business, various channels, routing strategies and their applications and processes.
• Provides organizational and industry thought leadership, guidance and recommendations related to business or contact center operations policy and procedures, including an understanding of service objectives and business or contact center analytics.
• Consults with 3P relationship management team and suppliers on demand and supply trends to improve execution of short and long-term capacity plans.
• Leads discussions with internal and cross functional teams to understand, collaborate and influence solution strategies of highly complex business objectives.
• Applies expert knowledge of various forecasting/capacity planning methodologies and performance standards using diverse data applications/visualization tools and techniques. (SAS, Tableau, NICE WFM, Genesys Decisions or other capacity modeling tools etc.)
• Succinctly delivers analysis/findings in a manner that conveys comprehensive understanding, influences CoSA and Enterprise business leaders, garners support for recommendations, drives business decisions, and influences business strategy.
• Develops and communicates insights that consistently influence and drive action with business executives by using fact-based, holistic, and forward-looking perspectives.
• 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 in a Business, Analytical, STEM, or Economic field of study; OR 4 years work experience in statistics, mathematics, forecasting, planning or related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree.
• 8 years of experience in workforce management to include the utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and/or workload delivery systems.
• Demonstrated ability to influence change vertically and horizontally across the Enterprise.
• Expert level experience using diverse data applications/visualization tools such as SAS, Tableau, NICE WFM, Genesys Decisions or other capacity modeling tools.
• Extensive experience developing strategies and building complex models to maximize business or contact center performance and influence financial impacts.
• Subject matter expertise and comprehensive understanding of business or contact center operations across all functions with experience improving business or contact center operations policy and procedures.
• Demonstrated experience performing regression analysis.
• Demonstrated experience communicating complex capacity planning topics to a variety of audiences, including executive management, to influence change, mitigate risk, and/or support change management.
• Demonstrated experience in turning data into insights.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner
• Over 8 years of experience in contact center workforce management.
• Over 5 years of experience in contact center capacity planning and forecasting.
• Sophisticated data analytical experience, turning data into insights.
• Extensive Microsoft Office expertise, to include sophisticated spread-sheeting & presentation skills.

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: $99,160 - $178,480.

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.