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USAA Director, Workload Planning and Forecasting - Life Company - San Antonio Office and Remote in San Antonio, Texas

Purpose of Job

We are currently seeking a talented Director, Workforce Planning and Forecasting to lead Workforce management in USAA Life Company in the San Antonio Office or 100% Remote Work Environment. The Workforce Management Director plays a critical role in USAA Life Company’s strategy. This leadership position oversees a team of highly skilled Workforce Management analysts responsible for creating strategic plans, forecasting and scheduling workload for the member service areas.

The ideal candidate will thrive in a fast-paced, energetic environment and leverage their passion and demonstrated experience in the areas of analytics, problem-solving, leadership and customer service to establish long-term and short-term plans to achieve performance objectives and positively impact the customer experience. A key responsibility of this role is to interface with front-line operations management and senior leadership to translate business priorities into actionable plans.

Responsible for providing thoughtful leadership and people leadership to the team(s) supporting contact center workload planning and forecasting. This position will establish effective relationships with internal and external partners to ensure processes, procedures and systems provide accurate and reliable capacity planning for USAA contact center environments.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

In each of the past five years, we've been a top-40 Fortune 100 Best Companies to Work For®, and we've ranked among Victory Media's Top 10 Military Friendly® Employers 13 years straight. We embrace a robust veteran workforce and encourage veterans and veteran spouses to apply.

USAA Careers - Award Winning Workplace (17 seconds)

USAA Careers – World Class Benefits (31 seconds)

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

  • Ensures forecasts and schedules are timely, accurate, and consider channel inputs and business injects.

  • May serve as an owner of a business process and/or program.

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

  • Oversees analysis to validate effectiveness and efficiency of plans, strategies and decisions.

  • Manages statistical analysis in support of integrated workload modeling.

  • Approves data collection guidelines and methodologies.

  • Oversees gathering of quantitative and qualitative data.

  • 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 tools 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.

  • Performs people management functions including employee selection, team building, project/workload assignment, employee training, monitoring of work activity and pay management decisions.

  • Provides motivation, coaching and feedback that lead to sound business results.

  • Manages employee performance and facilitates professional development and career progression.

  • Ensures employees understand how the tasks they perform support the workload planning and forecasting activities.

Minimum Requirements:

  • Bachelor's degree required OR 4 additional years of related experience beyond the minimum required may be substituted in lieu of a degree.

  • 8 or more years of progressive related experience required.

  • 3 or more years of direct team lead or management experience required.

Qualifications may warrant placement in a different job level

When you apply for this position, you will be required to answer some initial questions. This will take approximately 5 minutes. Once you begin the questions you will not be able to finish them at a later time and you will not be able to change your responses.

Preferred Requirements:

  • 5 or more years of leadership experience with a genuine interest and proven talent for coaching and developing others

  • 7 or more years of experience with Cisco, Verint, or other related WFM software and procedures

  • 7 or more years of experience with Workforce Management principals, including workload planning, forecasting, vendor integration, shift bids, vacation bids, scheduling efficiency, and agent efficiency

  • 7 or more years of scheduling and forecasting experience with a software package such as Verint or IEX Totalview, Aspect eWF

  • 7 or more years of Experience in a large (500 agents minimum), multi-site call center operation with outsourced sites, and multiple lines-of-business

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

At USAA our employees enjoy one of the best benefits package in the business, including a flexible business casual or casual dress environment, comprehensive medical, dental and vision plans, along with wellness and wealth building programs. Additionally, our career path planning and continuing education will assist you with your professional goals.

USAA also offers a variety of on-site services and conveniences to help you manage your work and personal life, including seven cafeterias, two company stores and three fitness centers.

Relocation assistance is available for this position.

For Internal Candidates:

Must complete 12 months in current position (from date of hire or date of placement), or must have manager’s approval prior to posting.

Last day for internal candidates to apply to the opening is 10/21/20 by 11:59 pm CST time .

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.