Lead, Workload Planning & Forecasting

usaa; United States; Hybrid; USD 95,000 - 120,000; Full time

Job summary

USAA is seeking a Manager, Workload Planning and Forecasting to lead teams that support operational workforce planning and forecasting. The role builds strong relationships with internal and external partners to ensure accurate workforce management across USAA’s operational environments and requires in-office presence four days a week.

The position is based in San Antonio, TX, Phoenix, AZ, or Tampa, FL, with relocation not offered.

Qualifications

• Bachelor's degree or 4 years of relevant education and/or experience; total 10 years possible without degree.
• 6 years of experience in strategic supplier or workforce management.
• 2 years of direct team lead, supervisory or management experience.
• Current knowledge of workforce management best practices and related software.
• Ability to work in a fast-paced, deadline-oriented environment.
• Experience with call center dynamics: forecasting, staffing, queues, scheduling, data analysis and KPIs.

Responsibilities

• Maintain process taxonomy inventory and ensure documented controls are followed.
• Consult on scheduling, forecasting and capacity planning.
• Monitor supplier performance and escalate issues to leadership.
• Identify efficiency gaps and optimization opportunities to reduce vendor costs.
• Guide workload strategies and delivery of work assignments to meet performance objectives.
• Ensure forecasts and schedules are timely and accurate across channels.
• Design reporting, end-user communications and change management processes.
• Provide strategic analysis aligning operations with initiatives and capabilities.
• Forecasting and data mining on topics like Marketing ROI, productivity, and demand forecasting; collaborate with Finance, HR, and LoB.
• Oversee special projects such as process definition or client satisfaction.
• Build and manage a team through recruitment, development, retention, coaching and performance management.
• Identify and control risks per policy and procedure.

Skills

Workforce management

Forecasting

Data analysis

Stakeholder communication

Leadership

Education

Bachelor's degree

4 years related education/experience

Tools

Workforce management software

Job description

USAA is seeking a Manager, Workload Planning and Forecasting to lead teams that support operational workforce planning and forecasting. The role builds strong relationships with internal and external partners to ensure accurate workforce management across USAA’s operational environments and requires in-office presence four days a week.

The position is based in San Antonio, TX, Phoenix, AZ, or Tampa, FL, with relocation not offered.