Capacity Planning Lead

4 weeks ago


Phoenix, Arizona, 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 workforce management team, you will be responsible for developing and implementing strategic capacity plans to ensure optimal operational efficiency.

Key Responsibilities
  • Conduct complex scenario modeling and gap analysis to forecast workforce variables and operational objectives.
  • Collaborate with internal and external partners to gather business intelligence and drive model injects to improve forecast accuracy.
  • Develop and lead the implementation of short-term and long-term tactical and strategic capacity plans.
  • Provide expert knowledge of business operations, contact center analytics, and service objectives.
  • Consult with 3P relationship management team and suppliers on demand and supply trends to improve execution of capacity plans.
  • Lead discussions with internal and cross-functional teams to understand and influence solution strategies for complex business objectives.
  • Apply expert knowledge of forecasting and capacity planning methodologies using diverse data applications and visualization tools.
  • Deliver analysis and findings to business leaders, influencing decisions and driving business strategy.
  • Ensure risks associated with business activities are effectively identified, measured, and controlled.
Requirements
  • Bachelor's degree in a Business, Analytical, STEM, or Economic field of study; or 4 years of work experience in statistics, mathematics, forecasting, planning, or related experience.
  • 8 years of experience in workforce management, including the utilization of workforce management tools and data analysis tools.
  • Demonstrated ability to influence change vertically and horizontally across the Enterprise.
  • Expert-level experience using diverse data applications and visualization tools.
  • Extensive experience developing strategies and building complex models to maximize business performance and influence financial impacts.
  • Subject matter expertise and comprehensive understanding of business operations across all functions.
  • Demonstrated experience performing regression analysis and communicating complex capacity planning topics to various audiences.
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, and paid time off. We also offer career path planning and continuing education to support your professional goals.

USAA is an Equal Opportunity Employer and welcomes applications from qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.



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