Customer Service Advisor | Phoenix, AZ, USA

Position Overview

USAA is dedicated to empowering its members to achieve financial security through highly competitive products, exceptional service and trusted advice. As a Customer Service Advisor and a dedicated Director, Workload Planning and Forecasting, you will lead the workforce management functions within the USAA Bank Contact Centers. You will create base schedules for new hires, align schedules with demand, provide short- and long-term staffing recommendations, and oversee process taxonomy, forecasting, and capacity planning for our contact centers. This role is supported by USAA’s core values of honesty, integrity, loyalty and service and requires you to work in the office 4 days per week from one of our designated locations.

Key Responsibilities

• Maintain process taxonomy inventory and execute documented controls effectively.
• Leverage relationships with internal and external partners for insights on scheduling, forecasting, and capacity planning.
• Direct the planning and implementation of integrated resource planning processes.
• Provide executive-level summaries, insights, and statistical analysis on contact center performance and staffing levels.
• Act as a consultant to executive management on strategic and tactical workload planning and resource design.
• Oversee data gathering, validate analytical products, and drive standardization of workload modeling.
• Build and lead a high-performing team through recruitment, development, retention, and coaching.
• Manage escalations and work with Finance to align business strategies with financial planning cycles.
• Ensure identification, measurement, monitoring, and control of risks in accordance with compliance policies.

Required Qualifications

• Bachelor’s degree; OR 4 years of related experience may be substituted in lieu of a degree.
• 8 years of progressive experience in workforce management including demand/supply forecasting, scheduling, capacity management, and reporting.
• 3 years of direct team lead or management experience.
• Proven ability to build relationships with senior leadership, business partners, and external third parties.
• Experience in establishing project deliverables, performance tracking, and critical path reporting.
• Deep knowledge of call center operations including workload forecasting, scheduling, data analysis, and performance metrics.
• Strong background in workforce management software.

Preferred Qualifications

• Proven results in optimizing contact center processes and tools to meet strategic business objectives.
• 3-5 years’ experience with contact center tools such as NICE WFM, Call Routing, Genesys Decisions, and Tableau.
• Experience with managing outbound dialers and integrating new contact centers into WFM processes.

Benefits & Perks

• Comprehensive medical, dental and vision plans
• 401(k), pension, and life insurance
• Parental benefits, adoption assistance and a paid time off program with paid holidays plus 16 paid volunteer hours
• Various wellness programs, career path planning, and continuing education

Compensation: The salary range for this position is $127,310 - $243,340. Actual salary may vary by location based on experience and market data. Employees may be eligible for pay incentives based on individual and corporate performance.