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Customer Service Advisor

2 months ago

Tampa FL USA, United States USAA Full time
About the Role

USAA is seeking a highly skilled Capacity Planner Lead to join our team. As a key member of our workforce management team, you will be responsible for modifying predictive models and forecasting workforce assumptions based on Business Intelligence to support operational workforce capacity planning and forecasting for USAA sales, service, and claims environments.

Key Responsibilities
  • Conduct complex scenario modeling and gap analysis to reflect multi-skill forecasted workforce variables, projects, and operational objectives.
  • Gather and apply Business Intelligence from CoSA leaders and support partners to drive model injects and improve forecast accuracy.
  • Develop and lead the development of complex or unique short-term and/or long-term tactical and strategic capacity plans.
  • Prepare written documentation and summaries on findings for delivery to executives.
  • Provide expert knowledge of the business, various channels, routing strategies, and their applications and processes.
  • Consult with 3P relationship management team and suppliers on demand and supply trends to improve execution of short and long-term capacity plans.
  • Lead discussions with internal and cross-functional teams to understand, collaborate, and influence solution strategies of highly complex business objectives.
  • Apply expert knowledge of various forecasting/capacity planning methodologies and performance standards using diverse data applications/visualization tools and techniques.
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, including the utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing, and/or workload delivery systems.
  • Demonstrated ability to influence change vertically and horizontally across the Enterprise.
  • 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.
  • Subject matter expertise and comprehensive understanding of business or contact center operations across all functions with experience improving business or contact center operations policy and procedures.
  • Demonstrated experience performing regression analysis.
  • Demonstrated experience communicating complex capacity planning topics to a variety of audiences, including executive management, to influence change, mitigate risk, and/or support change management.
  • Demonstrated experience in turning data into insights.
What We Offer

USAA offers a competitive salary range of $99,160 - $178,480, as well as a comprehensive benefits package, including medical, dental, and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays, and various wellness programs.

For more details on our outstanding benefits, please visit our benefits page on [insert link].