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 predictive models and forecasting workforce assumptions to support operational workforce capacity planning and forecasting.

Key Responsibilities
  • Modify predictive models and forecast workforce assumptions based on business intelligence to support operational workforce capacity planning and forecasting.
  • Apply innovative quantitative analytical approaches to develop recommendations that resolve business problems, drive solutions, and process improvements, and assess capacity impacts of operational injects.
  • 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 complex scenario modeling and gap analysis that reflects multi-skill forecasted workforce variables, projects, and operational objectives, including accurate and timely workforce predictions for budgeting, planning, and pipeline exercises.
  • Gather, influence, and apply business intelligence from CoSA leaders and support partners, as well as emerging trends that drive model injects to improve forecast accuracy.
  • 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 both internal and 3P.
  • 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.
  • Provide organizational and industry thought leadership, guidance, and recommendations related to business or contact center operations policy and procedures, including an understanding of service objectives and business or contact center analytics.
  • 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.
  • Succinctly deliver analysis/findings in a manner that conveys comprehensive understanding, influences CoSA and Enterprise business leaders, garners support for recommendations, drives business decisions, and influences business strategy.
  • Develop and communicate insights that consistently influence and drive action with business executives by using fact-based, holistic, and forward-looking perspectives.
  • Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
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 (in addition to the minimum years of experience required) 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.
  • 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 information on our benefits, please visit our benefits page.

  • Capacity Planning Lead

    4 weeks ago

    Phoenix, Arizona, United States USAA Full time

    About the RoleWe 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 ResponsibilitiesConduct complex scenario modeling and gap analysis to forecast workforce...

  • Capacity Planning Lead

    3 weeks ago

    Phoenix, Arizona, United States USAA Full time

    About the RoleWe 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 strategic capacity plans to drive business growth and efficiency.Key ResponsibilitiesConduct complex scenario modeling and gap analysis to inform workforce planning and...

  • Capacity Planning Lead

    4 weeks ago

    Phoenix, Arizona, United States USAA Full time

    About the RoleWe 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 predictive models and forecasting workforce assumptions to support operational workforce capacity planning and forecasting.Key ResponsibilitiesConduct complex...

  • Capacity Planning Lead

    4 weeks ago

    Phoenix, Arizona, United States USAA Full time

    About the RoleWe 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 predictive models and forecasting workforce assumptions to support operational workforce capacity planning and forecasting.Key ResponsibilitiesModify...

  • Capacity Planning Lead

    4 weeks ago

    Phoenix, Arizona, United States USAA Full time

    About the RoleWe 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 predictive models and forecasting workforce assumptions to support operational workforce capacity planning and forecasting.Key ResponsibilitiesModify...

  • Capacity Planning Analyst

    2 days ago

    Phoenix, Arizona, United States Charles Schwab Full time

    About the RoleWe are seeking an experienced Senior Mainframe Capacity Planning Analyst to join our Infrastructure & Operations Enterprise Capacity Management team at Charles Schwab. As a key member of our team, you will be responsible for providing data-driven results to right-size Mainframe loads, reduce costs, and improve efficiency for the group...

  • Senior Mainframe Capacity Planning Specialist

    3 weeks ago

    Phoenix, Arizona, United States Charles Schwab Full time

    Your OpportunityAt Charles Schwab, you'll have the chance to make a meaningful impact on your career and contribute to the company's mission to revolutionize the finance industry.About the RoleThe Infrastructure & Operations Enterprise Capacity Management team is responsible for driving capacity recommendations to application and Product teams to ensure our...

  • Senior Mainframe Capacity Planning Specialist

    2 days ago

    Phoenix, Arizona, United States Charles Schwab Full time

    About the RoleWe are seeking an experienced Senior Mainframe Capacity Planning Analyst to join our Infrastructure & Operations Enterprise Capacity Management team at Charles Schwab.Key ResponsibilitiesProvide data-driven capacity recommendations to application and product teams to ensure our datacenter footprint is rightsized to reduce risk and improve...

  • Lead Capacity Planner

    3 weeks ago

    Phoenix, Arizona, United States USAA Full time

    About the RoleAs a Capacity Planning Lead for Fraud Production at USAA, you will play a critical role in shaping the company's workforce management strategy. Your expertise in capacity planning and forecasting will help drive business decisions and optimize operational efficiency.Key ResponsibilitiesDevelop and implement complex capacity plans that reflect...

  • Travel Nurse RN Lead

    4 weeks ago

    Phoenix, Arizona, United States Lead Health Full time

    Lead the Charge Forward in Your Healthcare CareerWe're seeking a skilled Telemetry Registered Nurse to make a positive impact on patient care. As a Travel Nurse with Lead Health, you'll have the flexibility to choose from a variety of assignments that fit your needs and preferences.Exceptional BenefitsCompetitive weekly payComprehensive medical, dental, and...

  • Travel Nurse RN Lead

    3 weeks ago

    Phoenix, Arizona, United States Lead Health Full time

    Lead the Charge Forward in Your Healthcare CareerWe're seeking a skilled Med-Surg - Telemetry Registered Nurse (RN) to join our team at a top-rated healthcare facility in Phoenix, Arizona. As a Travel Nurse with Lead Health, you'll enjoy a high-paying and flexible lifestyle with low stress and full benefits.Exceptional BenefitsWeekly PayMedical, Dental, and...

  • Travel Nurse RN Lead

    1 month ago

    Phoenix, Arizona, United States Lead Health Full time

    We are seeking a skilled Labor & Delivery Registered Nurse to make a positive impact on patient care in a dynamic healthcare environment.At Lead Health, we understand the importance of flexibility and autonomy in a healthcare career. Our company is dedicated to providing high-paying and flexible lifestyle options for nurses, with low stress and full...

  • Travel Nurse RN Lead

    4 weeks ago

    Phoenix, Arizona, United States Lead Health Full time

    Lead the Charge Forward in Your Healthcare CareerWe're seeking a skilled Progressive Care Unit Registered Nurse to join our team at Lead Health. As a Travel RN, you'll have the opportunity to make a positive impact on patient care while enjoying a high-paying and flexible lifestyle.Key Benefits:Weekly pay with competitive ratesComprehensive benefits package,...

  • Travel Nurse RN Lead

    4 weeks ago

    Phoenix, Arizona, United States Lead Health Full time

    Lead the Charge Forward in Your Healthcare CareerWe're seeking a skilled Med-Surg Registered Nurse to join our team at a top-rated healthcare facility in Phoenix, Arizona. As a Travel RN, you'll have the opportunity to make a positive impact on patient care while enjoying a high-paying and flexible lifestyle.Exceptional BenefitsCompetitive weekly...

  • Senior Software Engineering Lead

    6 days ago

    Phoenix, Arizona, United States CloudBC Labs Full time

    Job Title: Lead Application EngineerCloudBC Labs is seeking a highly experienced Lead Application Engineer to join our team.Key Responsibilities:Lead a team of software engineers in the design and development of new capabilities for Warehouse Management Systems.Collaborate with external vendors, such as Manhattan Associates, to configure, test, and support...

  • Lead Storage Engineer

    1 week ago

    Phoenix, Arizona, United States Lumen Inc Full time

    About LumenLumen is a leading provider of digital infrastructure solutions, connecting people, data, and applications with speed, security, and reliability. Our mission is to ignite business growth by empowering organizations to thrive in a rapidly changing world.Job SummaryWe are seeking a highly skilled Lead Storage Engineer to join our team. As a key...

  • Lead Communication Specialist

    1 week ago

    Phoenix, Arizona, United States IES Communications Full time

    Job SummaryWe are seeking a highly skilled and experienced Lead Communication Tech to join our team at IES Communications, LLC. As a key member of our team, you will be responsible for ensuring the successful completion of voice and data installation projects while maintaining the highest level of quality and safety standards.Key ResponsibilitiesSupervise...

  • Procedural Scheduler Lead

    3 weeks ago

    Phoenix, Arizona, United States Abrazo Central Hospital Full time

    About Abrazo Central HospitalWelcome to Abrazo Central Hospital, where we're dedicated to delivering exceptional patient care and experiences. Our team is passionate about making a real difference in people's lives, and we're committed to creating a work environment that's supportive, inclusive, and rewarding.Job SummaryWe're seeking a highly skilled...

  • Lead Site Reliability Engineer in Phoenix

    3 weeks ago

    Phoenix, Arizona, United States Indotronix International Corporation Full time

    Job Title: Lead Site Reliability Engineer in PhoenixIndotronix International Corporation is seeking a highly skilled Lead Site Reliability Engineer to join our team in Phoenix, AZ. As a key member of our Hybrid Site Reliability Engineering team, you will be responsible for ensuring the smooth operation of our infrastructure and applications.Key...

  • Senior Multimodal Transportation Engineer

    2 weeks ago

    Phoenix, Arizona, United States Alta Planning + Design Full time

    About the RoleWe are seeking a highly skilled Senior Multimodal Transportation Engineer to join our team at Alta Planning + Design. As a key member of our design team, you will play a crucial role in shaping the future of transportation in Arizona and beyond.Key ResponsibilitiesLead the design of sustainable transportation projects, including complete street...