Capacity Planning Lead

1 week ago


Tampa, Florida, 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 drive business growth and improve operational efficiency.

Key Responsibilities
  • Conduct complex scenario modeling and gap analysis to identify opportunities for improvement in workforce management.
  • Develop and maintain accurate and timely workforce predictions for budgeting, planning, and pipeline exercises.
  • Lead the development of short-term and long-term tactical and strategic capacity plans that reflect forecasted workforce factors, shrinkage, attrition, and staffing.
  • Provide expert knowledge of business operations, contact center routing strategies, and analytics to inform capacity planning decisions.
  • Collaborate with internal and external partners to ensure processes, procedures, and systems provide accurate and reliable capacity planning and financial alignment.
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, data analysis tools, telecommunications tools, contact routing, and 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.
  • Demonstrated ability to influence change vertically and horizontally across the Enterprise.
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, and various wellness programs.

We are an Equal Opportunity Employer and welcome applications from qualified candidates. Please note that this posting will remain open until the position is filled, and interested candidates are encouraged to apply as soon as possible.



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