Capacity Planning Lead

4 weeks ago

San Antonio, Texas, United States USAA Full time
About the Role

We are seeking a highly skilled Capacity Planning Lead to join our team at USAA. As a key member of our operations team, you will be responsible for developing and implementing predictive models and forecasting workforce assumptions to support operational workforce capacity planning and forecasting.

Key Responsibilities
  • Modify predictive models and forecasting workforce assumptions based on business intelligence to support operational workforce capacity planning and forecasting.
  • Collaborate with internal and external partners to ensure processes, procedures, and systems provide accurate and reliable capacity planning and financial alignment for yearly budgeting and re-forecasting processes.
  • Conduct CoSA and Enterprise complex specific scenario modeling and gap analysis that reflects multi-skill forecasted workforce variables, projects, and operational objectives.
  • Lead the development of complex or unique short-term and/or long-term tactical and strategic capacity plans that reflect internally prepared forecasted workforce factors, shrinkage, attrition, and staffing.
  • Prepare written documentation and summaries on findings for delivery to executives.
Requirements
  • Bachelor's degree in a Business, Analytical, STEM, or Economic field of study; OR 4 years work experience in statistics, mathematics, forecasting, planning, or related experience may be substituted in lieu of degree.
  • ~8 years of experience in workforce management to include the utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and/or workload delivery systems.
  • ~Expert level experience using diverse data applications/visualization tools such as SAS, Tableau, NICE WFM, Genesys Decisions or other capacity modeling tools.
  • ~Extensive experience developing strategies and building complex models to maximize business or contact center performance and influence financial impacts.
About USAA

USAA is a leading financial services company that provides a range of products and services to military members and their families. We are committed to delivering exceptional customer service and creating a positive work environment for our employees.

What We Offer
  • A competitive salary and benefits package.
  • A flexible work environment that requires an individual to be in the office 4 days per week.
  • Relocation assistance is not available for this position.
How to Apply

Applications for this position are accepted on an ongoing basis. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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