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 II to be responsible for crafting schedules for the USAA Bank Omnichannel MSRs that align to the demand of volume patterns.

In this role you will be responsible for contact center workload management performance (ex. Daily staff requirements, schedule efficiency, and time off). Develop and deliver on-boarding contact center scheduling training to management and contact center employees. Build and maintain internal and external business partner relationships to proactively identify, report, and tackle scheduling issues and deliver on performance. Coordinate business schedule processes and data to ensure effective integration with strategic call center suppliers. Monitors call center patterns to plan and complete efficiency and key performance indicators.

This position is a hybrid work type and can be based in one of the following locations: San Antonio, TX; Phoenix, AZ; 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.

What you'll do:

• Responsible for identifying contact center scheduling gaps using business and strategic supplier data. Makes recommendations on process improvements based on data insights.
• Provides workload management training to managers and employees on tools and schedule processes.
• Supervises internal contact center scheduling business processes and information ensuring integration with strategic suppliers.
• Maintains effective relationships with suppliers to ensure service level objectives are met.
• Partners with cross-functional areas to better determine headcount, volumes, and budget/spend. Present fluctuations to management and adjust resources as needed.
• Identifies and handles existing and emerging risks that stem from business activities and the job role.
• Ensures risks associated with business activities are efficiently identified, measured, supervised, and controlled.
• Follows written risk and compliance policies, standards, and procedures for business activities.

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.
• 2 years of experience in workforce management planning within a contact center environment.
• Proficient knowledge and application of workforce management tools & data analysis tools, telecommunications tools, contact routing and/or scheduling delivery systems.
• Relationship skills, verbal and written communication and ability to identify root cause / solutions.
• Proficient in Microsoft Office software tools to include Word, Excel, PowerPoint.

What sets you apart:

• 2 years of experience in NICE IEX
• 1 year of experience working with CISCO Contact Center system

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: $50,250- $83,580.

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.

Relocation assistance is not available for this position.

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.