Customer Service Advisor

4 weeks ago

PHOENIX, United States USAA Full time
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 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

As a dedicated Capacity Planner Lead for Fraud Production, you will be responsible for modifying predictive models and forecasting workforce assumptions based on business intelligence to support operational workforce capacity planning and forecasting for USAA sales, service, and claims environments. Applies innovative quantitative analytical approaches for developing recommendations which resolve business problems, drive solutions and process improvements, and assess capacity impacts of operational injects. Collaborates with internal and external partners to ensure processes, procedures and systems provide accurate and reliable capacity planning and financial alignment for yearly budgeting and re-forecasting processes.

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: San Antonio, TX, Plano, TX, Phoenix, AZ, Colorado Springs, CO, Charlotte, NC, or Tampa, FL.

Relocation assistance is not available for this position.

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.

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