Manager, Workload Planning and Forecasting - Life Company Workforce Management

usaa; United States; On-site; 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

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.

We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.

The Opportunity

Join our top-rated Life Company team with over 60 years of dedicated service to veterans and their families. Our team is comprised of highly experienced professionals deeply committed to serving the military community. Come be part of an organization dedicated to serving more members, serving them well and helping each other succeed!

USAA is seeking a talented Manager, Workload Planning and Forecasting , who will be responsible for managing and guiding teams to support operational workforce planning/management and forecasting activities. 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 will be based on the San Antonio, TX., Phoenix, AZ., or Tampa, FL, Campus. Relocation assistance NOT available for this position

What you'll do:

• 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.
• Serves as the primary partner for monitoring supplier performance, ensuring delivery meets established metrics and escalating any issues or risks to leadership.
• Conducts regular oversight of contracted processes to identify efficiency gaps, recommend optimization opportunities, and help reduce third party vendor costs.
• Applies understanding of business goals to guide workload strategies, capacity planning, and the delivery of work assignments that support performance objectives
• Ensures workload forecasts and schedules are timely, accurate, and consider channel inputs and business injects.
• Sets direction for reporting design, nomenclature, approach, requirements gathering, end user communications protocols, release schedules, quality assurance and change management process.
• Provides analysis and strategic consulting that aligns operational performance with association initiatives and capabilities.
• 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, Line of Business (LoB) or Functions, HR, etc.).
• Provides oversight for special projects such as process definition, process improvement or client satisfaction.
• 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.

What you have:

• Bachelor's degree OR 4 years of relevant education and/or experience (in addition to the minimum years of experience required) may be substituted in lieu of degree. (Total of 10 years of experience without bachelor's 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, centers of excellence, and workforce management software.
• Ability to effectively perform in a fast-paced, deadline-oriented work environment.
• Experience and 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.

What sets you apart:

• US military experience through military service or a military spouse/domestic partner
• Direct experience leading Workforce Management teams responsible for schedule planning and administration, skilling, and real-time management within a complex contact center environment.
• Proven success driving workforce management transfo