Customer Service Advisor

Company: USAA
Location: San Antonio
Posted on: January 21, 2025

Job Description:

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 I, 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 capacity assessments of injects to the operational plan.

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 specific scenario simple modeling and gap analysis that reflects forecasted workforce variables, projects, and operational objectives including accurate and timely workforce predictions for budgeting, planning and pipeline exercises.
• Captures and applies business intelligence from CoSA leaders and support partners as well as emerging trends that drive model injects to improve forecast accuracy.
• Generates CoSA specific short-term and long-term tactical and strategic capacity plans that reflect internally prepared forecasted workforce factors, shrinkage, attrition, and internal and third-party staffing.
• Provides solid understanding of the business, various channels, routing strategies and their applications and processes.
• Generates timely hiring plans reflecting workforce requirements based on forecasted member demand and CoSA operational objectives.
• Consults with third party relationship management team and suppliers on demand and supply trends to improve execution of short and long-term capacity plans.
• Participates in discussions with internal teams to understand, collaborate and influence solution strategies of business objectives.
• Applies solid understanding of various forecasting/capacity planning methodologies and performance standards using diverse data applications/visualization tools and techniques (Excel, PowerPoint, NICE WFM, Genesys Decisions or capacity modeling tools, etc.).
• Delivers analysis/findings in a manner that conveys understanding and insight, influences CoSA business leaders, garners support for recommendations, drives business decisions, and influences business strategy.
• Ensures that pivotal initiatives are assessed and included in the long-term capacity plan.
• Ensures risks associated with business activities are optimally identified, measured, supervised, 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.
  • 4 years of experience in workforce management to include the utilization of workforce management tools, scenario modeling, data analysis tools, telecommunications tools, contact routing and/or workload delivery systems.
  • General understanding of technologies, models and methodologies related to staffing, forecasting, and capacity planning.
  • Experience using diverse data applications/visualization tools such as Excel, PowerPoint, NICE WFM, Genesys Decisions or other capacity modeling tools.
  • Foundational understanding of business operations or contact center processes, including staffing, queues, schedule bids, data analysis and performance metrics.
  • Experience interpreting and influencing the development of business or contact center operations procedures, including an understanding of service objectives and business or contact center analytics.
  • Demonstrated experience utilizing general mathematical and statistical skills to maintain accurate data reporting and analysis.
  • Demonstrated written and verbal communication skills to adequately present and influence strategies, opportunities, and mitigate risk.
  • Experience in turning data into insights.What sets you apart:
    • US military experience through military service or a military spouse/domestic partner
    • 5 years contact center workforce management experience, to include capacity planning or scenario modeling
    • Extensive Microsoft Office expertise, to include advanced spreadsheeting skills in Microsoft Excel and proficiency in PowerPoint.
    • Advanced data analytical experience, turning data into insights.
    • Previous experience with workforce management systems, like NICE and Decisions.
    • Previous experience aligning capacity plans to strategic financial forecasts.
    • Familiarity with SQL and TableauThe 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: $63, 590 - $114,450.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 and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic.

Keywords: USAA, San Antonio , Customer Service Advisor, Hospitality & Tourism , San Antonio, Texas