Contact Center Specialist leveraging customer service skills to assist clients and advisors in a financial planning company. Engaging in multiple service areas while supporting professional development through licensing training.
About the role
- AVP leading strategic functions in contact center operations for USAA, focusing on workforce management and quality assurance. Collaborating with cross-functional leaders to enhance member experience.
Responsibilities
- Leads and optimizes workforce management strategies across all contact centers, encompassing staffing models, scheduling, and capacity planning to ensure efficient operations, optimal resource utilization, and alignment with forecasted demand
- Develops manages and continuously improves Quality Assurance (QA) frameworks to monitor service interactions, assess standards adherence, integrate performance feedback and service quality data, and identify opportunities for performance improvement in partnership with various stakeholders
- Accountable for managing MSR licensing and credentialing processes to ensure compliance with regulatory and internal standards
- Leads the development and continuous improvement of MSR tools, scripts, and resources to support consistent and effective new member interactions
- Responsible for creating, implementing and continuously improving comprehensive training and coaching programs for MSRs, ensuring alignment with servicing strategy and member experience goals
- Tracks and analyzes core performance indicators (e.g., staffing utilization, forecast accuracy, handle time) to inform strategic planning and operational decisions
- Serves as a strategic partner to various executive stakeholders ensuring consistency, scalability, alignment with deepening and servicing goals and enablement initiatives across all relevant organizations
- Partners with HR stakeholders including the CHRO to develop and implement comprehensive compensation models and incentive programs that drive frontline MSR engagement and performance
- Responsible for promoting a member-first mindset across all enablement activities, modeling adaptability and a disciplined focus on outcomes that enhance member satisfaction and experience
- Builds and oversees 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, monitored, and controlled in accordance with risk and compliance policies and procedures
Requirements
- 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
- 10 years of progressive experience in contact center operations, management, and enablement
- 6 years of people leadership experience in building, managing and/or developing high-performing teams
- Demonstrated expertise in workforce management principles and practices, including forecasting, scheduling, capacity planning, and real-time management
- Proven expertise in workforce management, including staffing models, scheduling, and capacity planning
- Demonstrated success in quality assurance program development and performance improvement initiatives
- Experience designing and implementing training, coaching, and enablement programs for frontline teams
- Deep understanding of contact center technologies and tools, including CRM systems, call routing platforms, and performance monitoring software
- Track record of cross-functional collaboration with senior leaders to align operational strategies with organizational goals
Benefits
- 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
- various wellness programs
- career path planning and continuing education
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