Director, Workload Planning and Forecasting

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. Be part of what truly makes us special and impactful.

The Opportunity

The candidate selected for this position is going to get work with the Workload Management Team in USAA’s P&C Distribution and Service Organization. They will be responsible for workforce planning, ownership of scheduling processes and optimization of staffing.   The candidate leads a team while working with workforce management tools and managing contact center support operations.

Responsible for providing thoughtful leadership and people leadership to the team(s) supporting operational workforce planning and forecasting. 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 environments.

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 documented 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.

• Directs the planning and implementation of integrated resource planning processes for a specified company or staff agency.

• Provide relevant insights into drivers of operations performance variance.

• Responsible for Executive level summaries and insights on contact center performance and both short and long-term staffing positions.

• Acts in a consultative and advisory capacity to executive management on strategic and tactical workload and resource planning design and implementation.

• Is responsible for statistical analysis to validate effectiveness and efficiency of plans, strategies, and decisions, in support of integrated workload modeling.

• Oversees gathering of quantitative and qualitative data; Approves data collection guidelines and methodologies.

• Serves as a partner/sponsor to improve data quality & availability provided by data partners.

• Maintains an understanding of company business operations and goals and provides information on how workload strategies impact performance goals.

• Drives standardization in and oversees the building of analytical products that are scalable and flexible.

• Identifies, provides oversight, and performs forecasting analysis/data mining on special business topics (Marketing value and optimization, fulfillment process/productivity improvements, demand forecasting, customer segmentation, etc.) and partners with internal and external areas (Finance, CoSAs, HR, etc.).

• Reviews and assesses department, business, and strategic supplier processes and procedures ensuring efficient workload management to support enterprise objectives.

• Builds and supervises a team of employees for assigned functional area through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities. Takes initiative to understand business drivers of supported LOB (e.g. high-level understanding of products and services and contribution of workforce to LOB goals).

• Handles business and executive level issues, including reporting to senior-level leadership as appropriate.

• Works with Finance partners to align business strategies with financial impacts and incorporate them into the financial planning cycles.

• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

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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.

• 8 years of progressive experience in a workforce management function perform