Latest job information from USAA for the position of Customer Service Representative - Nights/Weekends. If the Customer Service Representative - Nights/Weekends vacancy in Schertz matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.
Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at USAA for the position of Customer Service Representative - Nights/Weekends below matches your qualifications.
Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families. Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. As a Workforce Management Analyst Senior , you will serve as both a strategic partner and hands‑on expert in real-time operations. You will monitor network-wide intraday performance, proactively identify risks, and execute mitigation strategies that stabilize service levels across multiple centers. In addition to performing real-time activities, you will act as an informal leader—supporting the design, implementation, and continuous improvement of command center processes. You will coach analysts and connect insights across WFM, Operations, and cross‑functional partners to drive effective decision-making. We offer a flexible work environment that requires an individual to be in the office 4 days per week. Relocation assistance is not available for this position. Utilizes data to deliver on solutions for capacity planning within the operational contact or claims centers. Provides oversight in maintaining business schedule processes and data to ensure effective alignment of schedules to business demand. Manages and maintains strategic supplier Quality Management and Operational Guidelines. Builds and maintains relationships with internal business units and leaders. Participates as a subject matter expert on contact or claims center projects for workflow process improvements. Partners with cross-functional areas to better determine headcount, volumes, and budget/spend for daily support as well as campaign strategies. Conducts analysis on workforce scheduling to identify trends and make recommendations to leaders on performance improvement. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures. 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 workforce management planning within a contact or claims center environment. ~ Advanced knowledge and application of data analysis tools, telecommunications tools, and contact center routing systems. ~ Advanced knowledge and experience with workforce management tools and/or software such as NICE IEX. ~ Advanced knowledge and application of Microsoft Office software tools to include Word, Excel, PowerPoint. Expertise in both real-time execution and intraday strategy, with the ability to monitor performance, take action, and guide others through complex situations. Demonstrated ability to lead through influence, connecting insights across WFM, Operations, and business partners to drive strategic decisions. Strong problem-solving skills with the ability to analyze complex performance trends and design proactive, actionable mitigation strategies. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.). 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. 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. Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. 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.
Job Info:
Company: USAA
Position: Customer Service Representative - Nights/Weekends
Work Location: Schertz
Country: US
How to Submit an Application:
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