Jobs for Humanity is partnering with USAA to build an inclusive and just employment ecosystem. Therefore, we prioritize individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Deaf or Hard of Hearing, Black, Hispanic, Asian, Military Veterans, the Elderly, the LGBTQ, and Justice Impacted individuals. This position is open to candidates who reside in and have the legal right to work in the country where the job is located.

Company Name: 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

We are seeking a dedicated Workload Relationship Advisor Senior for our Bank Contact Center Capacity Team!  

We offer a flexible work environment that requires an individual to be in one of following offices 4 days per week: San Antonio, TX; Plano, TX; Phoenix, AZ; Chesapeake, VA, Charlotte, NC; Colorado Springs, CO or Tampa, FL. Hybrid roles help employees gain the best of both worlds – collaborating in-person in the office and working from home when needed to achieve focused results. Relocation assistance is not available for this position.

As a dedicated Workload Relationship Advisor Senior, you will be responsible for supporting and guiding team members who support operational real-time capacity management activities. Builds and maintains internal and external business partner relationships to proactively identify, report, and solve issues and deliver on performance objectives. Oversees business processes and data to ensure effective integration. Monitors call center patterns to plan and execute on productivity and key performance indicators.

What you'll do:

• Responsible for collecting, analyzing, and reporting on workload metrics.  Utilizes data to deliver on solutions for real-time capacity management within the operational contact centers.
• Oversees and maintains expert knowledge of capacity processes across the bank contact center.
• Manages relationships to ensure processes are executed according to documented processes.
• Serves as a resource to team members on escalated issues and/or complex matters.
• Builds and maintains relationships with internal business units and leaders.
• Participates as a subject matter expert on contact 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 to identify trends and make recommendations to leaders on performance improvement.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
• Defines and documents business processes related to real-time capacity management for the contact center.

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 center environment.
• Advanced knowledge and application of data analysis tools, telecommunications tools, contact routing and/or workload delivery systems.
• Advanced knowledge and experience with workforce management tools and software such as Verint, IEX and Aspect.
• Strong 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:

• Process mapping experience.
• 2 years of experience in NICE IEX.
• Ability to support real-time capacity issues on-call as business needs dictate.
• Ability to support flexible hours to include some weekends and weekdays 11AM – 8PM CT.
• Ability to travel on an approximately quarterly basis.

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 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.