Customer Support Representative at USAA in Colorado Springs, CO

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

The Opportunity

As a dedicated Manager of Workforce Management, you will be responsible for the team that supports scheduling activities for the Bank Omni MSRs. This includes, but is not limited to, NICE IEX configuration, scheduling offline activities, managing shift adjustments, schedule optimization, skill updates, and MSR roster maintenance for both internal and third party MSRs. In addition, you will take part in strategic initiative planning and execution as well as Risk and Compliance oversight.

Responsible for managing and guiding teams to support operational workforce planning/management and forecasting activities. This position will establish effective relationships with internal and external partners to ensure processes, procedures and systems provide accurate and reliable workforce management for USAA operational environment

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, Chesapeake, VA or Tampa, FL. Relocation assistance is not available for this position.

What you'll do:

Responsible for maintenance of process taxonomy inventory and appropriate effective execution of detailed controls.
Uses relationships with internal and external business partners to proactively identify and provide consultation on operational performance opportunities related to scheduling, forecasting and capacity planning, and real-time monitoring.
Provides oversight of strategic supplier relationships and productivity to ensure service level objectives are met.
Maintains an understanding of company business operations and goals and provides information on how workload strategies impact performance goals.
Ensures workload and resource forecasts and schedules are timely, accurate, and consider channel inputs and business injects.
Coordinates and advises the strategy and delivery of workload assignments.
Supervise and advises the philosophy of meeting and staffing capacity requirements.
Sets direction for reporting design, nomenclature, approach, requirements gathering, end user communications protocols, release schedules, quality assurance and organizational change process.
Provides analysis and strategic consulting by considering enterprise initiatives and capabilities.
Recommends performance solutions related to department operational areas.
Identifies, provides oversight, and performs forecasting analysis/data mining on special business topics (: Marketing ROI and optimization, fulfillment process/efficiency improvements, demand forecasting, customer segmentation, etc.) and partners with internal and external areas (Finance, CoSAs, HR, etc.).
Provides oversight for special projects such as process definition, process improvement or client satisfaction.
Builds and coordinates a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities.
Ensures risks associated with business activities are effectively identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.

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 strategic supplier or workforce management function.
2 years of direct team lead, supervisory or management experience.
Current knowledge of workforce management standard methodologies, centers of excellence, and workforce management software.
Ability to effectively perform in a fast-paced, deadline-oriented work environment.
Experience and knowledge of call center dynamics, including workload demand forecasting, staffing, queues, schedule preferencing, data analysis and performance metrics with the ability to explain data insights to senior leadership and internal and external collaborators.

What sets you apart:

Experience in a leadership role for call centers with internal and third party resources (this can be as a call center leader or WFM; senior, lead or management role)
Experience managing call center shrinkage through effective scheduling activity management
Extensive experience in the NICE scheduling tool, utilizing Web Station functionality and administrative functions
Strong analytical skills including understanding the needs of different partners and developing new insights to solve problems appropriately.
Experience positively influencing, motivating, and advising diverse teams.
US military experience through military service or a military spouse/domestic partner

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.