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USAA · 1 day ago

Director, Workload Planning and Forecasting - Contact Center

San Antonio Home Office II/III

Full-time

Onsite

Senior Level, Lead/Staff

$127K/yr - $243K/yr

8+ years exp

USAA is dedicated to empowering its members to achieve financial security through exceptional service and products. The Director, Workload Planning and Forecasting will lead the workforce management functions within USAA Bank Contact Centers, ensuring accurate and reliable workforce management while providing leadership and strategic insights to optimize operational performance.

BankingFinancial ServicesInsuranceVenture Capital

No H1B

Responsibilities

Responsible for maintenance of process taxonomy inventory and appropriate effective execution of documented controls

Leverages 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

Oversees 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 stakeholder/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 ROI 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 oversees 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)

Manages business and executive level escalations, 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

Qualification

Workforce managementDemand forecastingCapacity managementNICE WFMData analysisCall center dynamicsTeam leadershipPerformance metricsCoachingRelationship buildingProject managementCommunication

Required

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 performing demand and/or supply forecasting, scheduling, capacity management, reporting and/or real-time resource management

3 years of direct team lead or management experience

Demonstrated ability to build and leverage relationships with senior leadership, business partners at various levels within the Enterprise, and external 3rd parties

Experience establishing project deliverables, deadlines, schedule status, performance tracking, and critical path reporting and analysis

Strong people leader skills and proven ability to build high performing teams

Advanced 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 stakeholders

Strong background in workforce management software